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:12/19/2023

  Type:Customer Service 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.

  Hello hope everything is well
  Ok Ive been going to advanced Auto parts parts place for years now everyone there knows me & we all get along well during the night shift I'm guessing but earlier morning I go there like normally I would do it after working on someone's car behind my house just family vehicles and friends but yeah so I go up the desk where Ms. ****** is n I say good morning n she goes what do want just can tell she's haven't a bad day or something but long story short I was accused of steal n basically kicked out of the store n disrespect n this is got to be the 5 thing time this has happened to me from the same person every time I even tried to go there n just ask her why she acted like that n why do u think I was stealing anything n if so I would like to see the proof of this n I will take everything out my pocket now I have nothing to hide .when I asked for the proof she got extremely mad n start to yell get out of my store . All I would like from you is to please get this woman some help before she Access the wrong person . So if you could just try n get her some help
  I Don't know any other place I can ask for help if u can't help please email me any information about a place that can * ********************** 
  Thank you for your time and consideration on this matter have a great day

  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. Advance Auto Parts greatly apologizes for the experience Mr. ***** had in the store. We have escalated this issue to the field management to investigate and they will give Mr. ***** a call within 24 hours. This will also allow our field leadership the ability to address the behavior of the mentioned 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.

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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.

  Illegal towed did not have authorization from the business **** ***** district manager reached out 2 times and changed his story to cover for his employees at the store noone statements match up they have no proof of authorization I want a reimbursement at this point

  Business Response

  Date: 12/15/2023

  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 have reached out to our field team and they advised that they have spoken with the customer and resolved the issue at this time at 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.

  Customer Answer

  Date: 01/05/2024

  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.Failed to return phone calls I was promised this issue be resolved by district manager ***** ******** after I spoke with ***** himself nor anyone else has reached out to me or return messages or phone calls.

  Business Response

  Date: 01/09/2024

  Our field team has advised that they did reach out to the customer and will do so again and report back to us as soon as possible 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:12/10/2023

  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 asked associate at both locations for lifetime brake pads and was given these, when the pads were worn I asked how to get them replaced, the associate said they are guaranteed for life against defects not wear, I said that's total misrepresentation, they said they were lifetime brakes (not specified against defects) alluding that the pads were guaranteed for life as that is what I asked for and the reason I paid more for these brake pads believing they were more expensive because they were good for my lifetime. I won't do business there again.

  Business Response

  Date: 12/11/2023

  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 any confusion or inconvenience. Our listed warranty information does advise that our limited lifetime warranties only cover the "life of the part." This refers to the average lifespan of that if no defects are present. It specifically states that that does not include "normal wear and tear." 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: 12/11/2023

  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.The response would have been sufficient had the Advance Auto Sales Representatives had not presented the said Brake Pads as “Lifetime Brake Pads” alluding that the said Brake Pads were Guaranteed to last a Lifetime!!! The Advance Auto Sales Representatives never offered any clarification that said Brake Pads were only guaranteed against Defects for life. This is a total misrepresentation of products Advance Auto is selling. Had they ever clarified the Lifetime Guarantee was only against defects that would be different. That is a very deceitful sales practice and need’s rectified so other customers do not fall victim to this dishonest sales practice. In this day and age that a large company such as Advance Auto does this is deplorable and they should be ashamed to let this go on. If this does not get a favorable reply I will plaster it all over Social Media with full details so people can decide if they want to do business there. Now that the product clarification has been made I would expect a one time replacement of the pads in question with the understanding that then will only be guaranteed from defects. How Advance Auto Salesman can put the Brake pads on the counter and says these are “Guaranteed Lifetime Brake Pads” alluding to the customer that they are Guaranteed to Last a Lifetime and not clarifying that it only applies to defects is Unconscionable !!!
  Regards,
  
  ******* *******

  Business Response

  Date: 12/14/2023

  After further review of what occurred in-store as a one time courtesy we can issue a refund for the brake pads in question in the form of a next day air check to the provided address. 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: 12/14/2023

  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:12/09/2023

  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.

  My battery is almost out of warranty and recently began showing signs that it’s failing. I’ve gone to the same store for years and years and never had this issue but it’s upsetting considering that my battery still causing problems and nothing else is wrong with my vehicle. I called to make sure I could come in like I always have and get a replacement battery due to the warranty still being good. They argued about a policy they’ve never mentioned to me prior in all the years I’ve been a customer. Then they finally agree to do it this last time for me to drive to the store and the manager argue again and refuse to do what he said he would do for me. Now they go through the process of the so called policy and test my battery and alternator. Remind you in order to retrieve a correct reading on a battery test you should always wait up to one hr after it’s been in use and charging before testing. So of course because they did not wait the test showed the battery was fine. My alternator is fine. Everything I’ve had looked/checked/even replaced parts and is now fine. Yet still the battery is my issue. They refused to replace it. They refused to acknowledge their own error in the battery testing process. And my warranty is going to expire shortly. I’ve been a loyal customer. Never received this kind of service and I must say the store on **** **** has me very concerned that they are scamming customers into buying new rather than using the warranty they guarantee when you purchase the parts.

  Business Response

  Date: 12/09/2023

  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. Please have Ms. ****** provide a full phone number so we can looking this further. Once we have a valid contact number we will partner with the store to resolve the customer's warranty concerns. 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: 01/02/2024

  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 number to call is *** *** **** 

  Business Response

  Date: 01/04/2024

  We have partnered with Ms. ******** local store **** ** ******* ******* They have attempted to contact the customer at ************ and left messages. 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:12/06/2023

  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 made an online order for Same-Day Delivery at Advanced Auto Parts on November 25 2023. The order number is ********* and total amount is $108.03. Even after 3 days when the order did not arrive I contacted their customer support number and asked for an update on my order. They said it has been delivered while I received absolutely no packages. The support agent said they are escalating this to their online team and I will be receiving a refund within the next few days. It has been 11 days and nobody has reached out to me nor my funds have been reversed to my bank account. I have suffered financial damage, emotional distress, and wasted my time calling their support number who always tells me they are looking into this. Please send me my refund, I will take my business elsewhere.

  Business Response

  Date: 12/08/2023

  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 do apologize for the Same Day Delivery order was not
  delivered to the correct address. We have issued a refund for the order. We
  typically need to wait 8 business days to file a claim. Mr. **** should see a
  refund within 3-5 business days back to his MC 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: 12/08/2023

  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:12/01/2023

  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.

  On November 27, 2023 I purchased a set of four (4) TPMS sensors online from Advance Auto Parts. Order #*********. On December 1, 2023 I received a package, delivered by UPS, tracking #******************, from Advance Auto Parts and it contained one (1) individual TPMS sensor. The order I placed was for a set of four (4) in a sealed box not individuals. I contacted a representative of Advance Auto parts and the only solution offered was for me to return the single TPMS sensor and receive a refund. I would like the them to honor the order that I placed and paid for. I requested that, if that was the only option, someone should pick the part up and then issue the full refund. I was told they don't do that.

  Business Response

  Date: 12/02/2023

  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. Advance Auto Parts apologizes of the mistake made by the website and warehouse for displaying the incorrect information for the part. We have discovered that there is an internal error with this specific part and are working to get it corrected. At this time, we would be happy to send Mr. ****** three more sensors to complete the set of four, or set up for a *** pickup to pick up the package and return to the warehouse and we can issue a refund. Please confirm which option Mr. ****** would like to proceed with at this time.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: 12/04/2023

  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.I request that Advance Auto Parts send me the three (3) sensors to complete the set.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 12/04/2023

  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.
  
   Date Sent: 12/4/2023 9:36:40 AMBetter Business Bureau: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 request that Advance Auto Parts send me the three (3) sensors to complete the set.Regards,******* ******

  Business Response

  Date: 12/04/2023

  We have processed a zero dollar order for the missing three sensors from part #*****. This order is set for ship to home, to Mr. ******'s address of **** **** ******* ***** ************ ** ****** The order number is **********, and Mr. ****** should receive a confirmation email as well.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 12/04/2023

  Thank you
  
  Regards,
  
  ******* ******

  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.
  
  It appears that Advance Auto Parts has no intention of honoring their resolution to the original problem. The parts that were missing from my original order on Nov. 27 that they promised to send has been "in process" for 9 days now. I needed these parts when I ordered them on Nov. 27. I have been waiting 16 days now and it doesn't appear those parts are coming anytime soon, if at all. I need the parts or a refund so I can buy them.
  
  Regards,
  
  ******* ******

  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.We apologize for the delay in this shipment. We reached out to the vendor as they have advised, they have been having some technical issues with their orders. They are currently in the process of working on all the orders for our customers. Once the vendor processes this order, the tracking will be sent to Mr. ******.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

  This the same exact response I received the last time.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 01/05/2024

  We apologize for the delay from the Vendor. We do show that
  the order was delivered by ***** on December 21, 2023. 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

  The matter has been resolved
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/16/2023

  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 was sold a lawnmower battery for 232.76 for my 2013 Honda Fit. Next day I had to get my car towed to the dealership for repairs. Honda lied and told me I needed a new battery because that battery didn't charge. I took the battery back the next day and was informed there was nothing wrong with my battery, except it being the wrong one for my car, and wont be getting my money back. I can go back another day, when the supervisor who took advantage of me, worked and try again. I did get ahold of corporate office. They contacted the store. They were so nice to swap out the lawn mower battery for the correct one, but I just want my money back.

  Business Response

  Date: 11/17/2023

  Thank you for providing us with the opportunity to address the complaint that Mrs. ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We will partner with the store leadership team and have Mrs. ****** contacted with in 24-48 hours. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 11/20/2023

  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.  The business called me the following day of this complaint and refunded me.  Thank you.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/16/2023

  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.

  Purchased a transmission and had put into vehical. Less than a yr transmission went out and had a 3yr warranty on transmission. Went through warranty to get a replacement and was sent a transmission that did not work. Explained to the company I’d like a refund and was going to purchase somewhere else that was able to get the transmission quicker turn around time being this was my daughters vehicail and she was out of state and at college. The Warranty people stated I needed to get the refund from the store. Went to the store and got the run around and no one ever called me to let me know what was going on. Went through their customer support that stated they couldn’t help me either and refused to patch me through to someone that could help. Kept sending me back to the store this went on for 2 weeks then I called customer support back and was told someone reached out 19 hour ago. Mind you no one ever called my phone or reached out. This business can not treat their customer’s like this they pretty much stole my money and refuse to help I got a transmission I can not use because it doesn’t work. The manager of the store never reached out nor did his district manager they didn’t even have the courtesy to try and work the refund out. After being told by their vendor, they will have 100% refund.

  Business Response

  Date: 11/20/2023

  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. Our policy regarding warranties on engines or transmissions is processed through the manufacturers. The part is inspected and once that investigation is done a refund is usually processed through the purchasing store or a replacement is sent through the manufacturer. If the customer can provide us with the original purchasing store we will be happy to reach out for a update. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Business Response

  Date: 11/22/2023

  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. Our warranty policy regarding engines and transmissions states that they are handled by the manufacturer of the product. I spoke to the general manager and he advised about a week ago they were advised that the manufacturer would be issuing a refund to the customer for the transmission in question and had completed their investigation.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:11/15/2023

  Type:Delivery 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.

  November 10 I ordered a cold
  Air intake after days of waiting I called they say they haven’t shipped it now it saying delivered and they won’t do anything to help me even thou they slayed my shipping etc and still nothing has been received
  Order #: *********

  Business Response

  Date: 11/17/2023

  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 investigation into the customers order we discovered that a *** claim had been submitted. This claim was then closed by *** as they were unable to contact the customer. Until this claim is reopened and either approved or denied we can not assist him with a refund or replacement. The customer needs to reach out to *** so that they can conduct their investigation for the claim. Once the claim is approved we will be happy to assist with a refund or replacement of the 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.

  Customer Answer

  Date: 11/17/2023

  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.
  When I call no one seems to know what’s going on or even how to help I called *** they said shipper needs to contact them so an confused as to what they expect me to do here as a customer am paying for something I didn’t get she a big company like yours tell me to kick rocks by hanging  up on me 
  Regards,
  
  ******* ****

  Business Response

  Date: 11/30/2023

  Our vender has refunded this order for the customer at this time.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:11/14/2023

  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.

  I bought the 8207 battery at store #*****, and the battery doesn't have enough power despite being in working order. It was determined at Advance Auto Parts that the battery is too weak to start in the winter and is under rated for the engine's capacity, despite being listed on the catalog as being compatible with my truck. I want a refund of the money I paid.

  Business Response

  Date: 11/14/2023

  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 do apologize that the battery did not stand up to the standards that were presented on the website. With the battery being in working order, the store will have to test the battery and see what the test concludes. We have escalated this to our field team of store #**** to reach out to ****** and provide a satisfactory 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.