Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for Advance Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

411 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/15/2024
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.
Sold me a defective can of "fix-a-flat" 20 ounce. Probably sitting in their store for years. It did absolutely nothing for my tire. Used the entire can and didn't notice even a spec of inflation.
Even bought the largest can per the instructions of the store employee. Researched via three youtube videos (mechanics demonstrating how to properly use the item) so that I wouldn't commit an error when using it. Completely bilked me. Have had other issues with this location in the past. They owe me a refund of $17.43.
Business Response
Date: 01/15/2024
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 greatly apologizes for the inconvenience
of the defective part she was sold. We would be more than happy to assist in a
refund for Ms. *******. We are not able to credit in-store purchases, so in
this case we can process an expedited check request for the $17.43 to her
address, which we have listed as *** ******* ***** **** ***** ** *****. This
check should arrive by *** within a week.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: 01/26/2024
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 not received the refund.

Regards,

***** *******
Business Response
Date: 01/27/2024
Advance apologizes
about the wait time for the check being sent to Ms. *******. We have record
from the accounting team that the check has been sent out, and Ms. *******
should receive it within the next week or so. 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:01/14/2024
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 went to the advance auto on ******** ave. Purchased brakes via online though the teller *****. She proceed with transaction however when the transaction completed the amount went from 111 to 99 and I asked what happens and she stated she didn’t know what happened I proceed to pay and got a receipt I asked was this going to be online she stated I would get a receipt via email as well. It did not come. I tried to return part because my car have to go to dealership to get done it can’t get fixed on the street since the car only
Take ford parts the lady attitude was horrible and she did nothing to come up with a resolution or to take accountability all i want to do is return unused parts. This is not my first encounter where the employees do behind thecounter things to make sure they’re okay to use advance as a way to increase their money their money
Business Response
Date: 01/15/2024
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 greatly apologizes about the experience she
had at the store on ******** Avenue. We have escalated this concern regarding
the refund to the field management of the store, as well as advising them of
the behavior of the team member so they can be investigated. Please allow them
24 hours to reach out to Ms. ***** with a resolution.Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing us to
respond.
Customer Answer
Date: 01/15/2024
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.
I have spoken with store manager and she will issue refund today.
Regards,

****** *****
Initial Complaint
Date:01/14/2024
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 placed two orders online that included in store pick up. The orders were processed and I received two emails stating that my items were ready for pickup. I then loaded my family up and headed to the store that was 45min from my home. I’m on my way there and call ahead to make sure they had it ready and was told that their pricing was wrong so they canceled my order since I was trying cheat the system. First thing, I own three different model year trucks on my farm and when I saw the pricing was so low I figured they were changing part numbers or getting rid of the line, that’s why I ordered what I did. Second, all I did was place an order online to items that were available, it also let me use a 20% off code, so why am I being treated like I was stealing from them? All I’m saying is honor your pricing, You had an item for sale, I purchased said items and paid my money. I want what I purchased, especially considering they still have my money at this point. And they tried to buy me off with giving me speed perks? I don’t even know what that is anyways.
Business Response
Date: 01/16/2024
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. 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.
Initial Complaint
Date:01/13/2024
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.
I went to * *** * **** repair shop with is the repair shop of advance auto parts store. I spoke to the owner and quoted me $90 for the front brake replacement. He told me that it needed a new caliper so i said yes and told me its about $230.
I gave him $100 cash for the labor and when it comes to paying the parts at advance auto parts the owner of * *** * **** repair told the cashier of the advance auto parts to charge me another $100 for labor! I was pissed but i dint have a choice but to pay. Advance auto parts allowed a this scam practice! Unbelievable! I brought the parts of rod, pads!
Business Response
Date: 01/14/2024
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 apologizes about your experience with the store and your recent purchase. We will be more than happy to escalate the concern to the field management of the store and see if they are able to look into the transaction. Mr. ******** should be receiving a call within 24 hours regarding this from one of the field management members.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:01/05/2024
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.
When I bought alternator in ******* ( I was asking sale person if I am not use it can I return any store in Virgina, and he said " yes") Because my car was broken down in ***** ******** and I try to return yesterday in the store at **** ******* *** ************ ** ***** and store not allow me to return it. When I come back home, I called the store in ******* he allowed me to return it but I am in Virgina I can't go to ******* to return it. (why each store has difference rules and my receipted was Advance auto parts and person told me I need got to car quest?) Thank you
Business Response
Date: 01/05/2024
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.We have escalated this to the field team of Store ***** ******* ** **** ******* **** ************ ** *****. Mr. ****** should expect to receive a call from the District Manager in the next 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: 01/16/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I received the refund.

Regards,

**** ******
Initial Complaint
Date:01/05/2024
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.
Received wrong product,2 weeks ago and still has not been charged back to my credit card, reference number from advanced Auto is *******
Business Response
Date: 01/05/2024
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. After further research, we have realized that the credit was
rejected from the card. The Retail Credit team has since returned the credit to
Mr. **** **** card. Mr. **** should see this refund 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.
Customer Answer
Date: 01/08/2024
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.They resolved the issue just now

Regards,

******* ****
Initial Complaint
Date:12/28/2023
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.
In June 2023, I thought I was purchasing new motor/transmission mounts at Advance Auto Parts at the *******, ** location with a limited lifetime replacement/warranty. I was told by at least 2 mechanics that the parts were defective, I only had the parts for less than 6 months. I was told by the mechanics that I had to purchase the parts from the dealership (which cost me twice as much) because Advance Auto Parts is known to sell refurbished/bad parts. I tried to explain to Supv/******, that I don't have money to pay someone to replace parts every 6 months and I can't use a store card for $600. He was rude and condescending and refused to let me talk to a manager, and/or give me his last name or ID (this was around 424pm 12/27/23. He also said there was no manager or anyone else I could talk with. I had to spend over $1k for my parts and $375 to have the defective ones removed. I just want my money back the same way I paid them in good faith that I was getting good parts. I'm only asking for the cost of the parts not all the fees I had to pay.
Business Response
Date: 01/02/2024
Thank you for providing us with the opportunity to address the complaint that ******** ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Advance Auto Parts sincerely apologizes for the situation Ms. ******** has experienced with our call center and the store. The correct policy for defective parts after 45 days is to offer an exchange, which is why the store offered that and could not process a refund. What we can do in this case, since Ms. ******** has purchased with the dealership, is have her send in a picture of the receipt from the dealership. We will also need her to drop off the defective parts at one of our local stores, then we can process a check request for the mounts. The receipt that was provided along with our systems show the total amount was $442.78.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: 01/03/2024
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 appreciate the company trying to resolve this issue, I did show my receipt to the store manager from the dealership where I had to pay a little over double for the new parts. my question is, I spent $571.28 at Advance auto parts for the parts, why are they only offering me $442.78? Also, who should I give the copy of my receipt to? I also shared this information with the district manager that called me Saturday, Mr. ****** ********, I shared with him about the key remote batteries that I purchased that didn't work, thank God I was still at the store and were able to show the salesclerk that assisted me that they didn't work, she refunded my money. Shared with Mr. ******** I was not happy with Advance parts at this time and that I don't have money to keep paying someone to remove and replace parts. I just need to understand why all of my money is not refunded for defected parts they sold me, and I had to pay someone twice to remove/replace the parts.

Regards,

******** ********
Business Response
Date: 01/16/2024
Apologies for not seeing the second receipt attached showing
the full amount of the purchase for $571.28. We were also able to see the
invoice from the dealership, so at this time we can proceed with processing a
check request for the full amount mentioned before, $571.28. We will have this
check expedited by Next Day Air with UPS to arrive to Ms. ******** 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: 01/17/2024
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. Do the business still need for me to return the parts to the store where I purchased them? Thank you BBB for your help in resolve my concern. Have a great day.

Regards,

******** ********
Initial Complaint
Date:12/21/2023
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 4/23/23 I brought some brake pads and rotors less then 6 months and there gone bad already
and the manager at the ****** branch told me it was nth that he could do so basically I was my lost
and the only way I could get new ones I would have buy a new set. This is very poor customer service> I will never buy another item from this store ever again.
Business Response
Date: 12/21/2023
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. After further investigation into this case, it appears our field team has already addressed this issue. The field advised us they have allowed an exchange of the defective parts on 12/21/23.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:12/21/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for a Die Hard car battery on 11/14/23. The order was suppose to arrived on 11/15/23 and was marked delivered via *** tracking ******************.I was able to find on my ring camera on 11/15/23 at 10:14am the *** walk past my door with my order. I am not sure where the package was left. I never received my order. I reached out with no help from Advance Autoparts. I know a case was opened in which *** called and asked me if I received the order and advised I didn't. They asked if they find it would I mind picked it up and I told them that's no problem at all. They also asked if a replacement was sent in which one was not. I simply want my refund for my order as I went to another Autoparts store and made my purchase. I reached out several times by phone and chat. The last chat interaction was on 12/20/23 with ******* * in which she refused to get me a manager and disconnected the chat. I have had a horrible experience with Advance Autoparts just make this right. I'm not trying to get over you with a damn battery. I have bought previous ones with no issues. I uploaded pictures showing the date and time of the *** driver passing my apartment on 11/15/23 as proof.
Business Response
Date: 12/21/2023
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 Mr. ****.
We did complete a *** investigation in which the delivery of the battery was
sent back to us. We have refunded the online order *********. This credit will
appear back on the original method of payment used 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.
Customer Answer
Date: 12/22/2023
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:12/19/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’d purchased a bug deflector for the front of my car, online, 7/1/23. It was a sale price. They said it shipped from the manufacturer, there’d be a little delay. I’d emailed them back, about a month later. Was promised a credit, still waiting to ship. I tried emailing them back, multiple times, (I have emails), no replies.
December 15, 2023, I decide to send a new email, from the chat on their website. They were prompt in replying. I’d explained everything. They found my order. They canceled it, as they “didn’t think it would process”. They issued me a $20 credit for my inconvenience. They told me I could go ahead and reorder now. Asked if I could through them. They told me I’d have to do it online.
At first, I wasn’t bothered, until I looked it up online. It was now $73. I don’t get the sale price I originally paid, having to wait 5 1/2 months, with no contact. Broken promises. I was charged the hold price, probably once a month, but was released back to me. I replied back to them, I wanted what I originally ordered, and paid for in July. The sale price, plus the $20 credit I was originally promised early on, I’d pay the rest. Like $25. By right, for having me wait so long, with horrible customer service, they should give it to me, for the hassle. Being a fair guy, I sent my offer, sale price, -$20 credit. I’d pay the difference. No reply. Again. Please help?
Business Response
Date: 12/19/2023
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. I am sorry to hear Mr. ****** did not get his needed part. I have issued a $40 off Speed Perk Coupon code **************** to his account. Mr. ****** can use promo code ******** to take an additional 20% off the purchase if he orders today. 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: 12/19/2023
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 tried adding the 20% off winter code, would not allow it to be added to my cart. Tried twice.
Regards,

***** ******
Business Response
Date: 01/05/2024
Mr. ****** I am sorry to hear you are having trouble processing your order. If you have already processed the order I can manual adjust to add the discount. If you have not yet placed the order please call ************ and one of our Ecommerce agents can place the order honoring the 20% discount. 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: 01/07/2024
I have placed the order again. It’s scarily deja vu. The order was to have been delivered in 3-4 days. Sadly, it’s still “in process”. I ordered it 12/28. Again, the chat customer service, said they’d research the status, was to be shipped to Advance 12/3. Yet, nothing. Hoping this can be fulfilled.
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,

***** ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Advance Auto Parts is NOT a BBB Accredited Business.