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

  3806 Campbell Avenue Lynchburg, VA 24501

• 

  Advance Auto Parts

  3545 Brambleton Ave Roanoke, VA 24018-6521

• 

  Advance Auto Parts

  2636 S Smithville Rd Dayton, OH 45420-2642

• 

  Advance Auto Parts

  3525 Merle Hay Rd Des Moines, IA 50310

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:11/03/2023

  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.

  Business would not Warranty battery, although advertised, and promised at time of sale.

  Business Response

  Date: 11/04/2023

  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 will need more information regarding this battery to escalate to the correct field leadership. Can Mr. ****** confirm the original purchase date, and what store he attempted to warranty out the battery from? Once we receive that information, we can escalate to the field leadership to contact Mr. ****** and attempt to 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.

• Initial Complaint

  Date:11/01/2023

  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.

  I purchased a part that offered a 3 year warranty, the part then became defective after 6 months so it was replaced. Now a year later the part is defective again and advance does not want to honor the warranty because it was replaced once before. The store made a return in accident and wanted me to repurchase the part at a higher price then originally purchased. i spoke to the store manager, the district manager and called the corporate line. no one wants to honor the product warranty.

  Business Response

  Date: 11/01/2023

  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 Mr. ******** provide the original purchase receipt and the exchange receipt. Once we have these we can look further into this 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.

• Initial Complaint

  Date:10/26/2023

  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.

  I bought a battery from the Advance Auto Parts on **** ***** **** ****** ***** ** ***** back in September of 2022, according to my receipt. This year, I went to a ********* on 10/9/2023, and after having my brakes done, the car wouldn't start. They performed a test and said the battery was no good, and suggested I take it back to where I bought it. After they jump started me, I went to the Advance Auto Parts at the location stated, and attempted to return it under the warranty. They performed a test on my battery and said the battery was fine, that it was something else, the alternator or starter that was the culprit, and suggested I take my car back in.
  
  I made an appointment at my Nissan dealer and my son, ****** took it in on October 12th. The dealer was incredulous, saying it was in no way the starter or alternator, and it was definitely the battery, and didn't want to charge me, so he suggested he bring it back to your location. ****** brought it back, and another test was performed, ridiculously with the same result as before - that the battery was fine, and the employee insisted it was something else at fault. Note that the car had to be jumped in the parking lot.
  
  Knowing that there was no way I could possibly get the warranty honored at this location, I told ****** to have the dealer fix it. Sure enough, they ran a DCA-8000 test on the battery, and the battery failed - the result said "Replace battery". I had to pay $251 for a new battery and labor when the battery Advance Auto Parts supplied me was defective and under warranty. This feels like fraud - their battery tests have to show a result of fail for you to get any kind of refund, and their battery tests will show dead batteries as "good" and viable to avoid having to pay it out. I want at least a pro-rated refund for the battery.

  Business Response

  Date: 10/30/2023

  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 spoken to our field team about this issue and they have advised us they recently tried to contact the customer several times on 10/27/23 and were unable to make contact to resolve this issue. Our general manger *** can be reached at *************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: 10/30/2023

  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.
  AAP did call once while I was in the phone with someone else but did not leave a voicemail. I will call the general manager later but can't sign off on their response until I know what they're proposing.
  
  Regards,
  
  ******* *** ******

  Business Response

  Date: 11/02/2023

  We have reached out to our field team and they advised they attempted to call again this morning and left a voicemail for the customer 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.

• Initial Complaint

  Date:10/26/2023

  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 had to rent a car because of a defective radiator that was installed by *** ****. They had purchased the radiator
  from Advance Auto Parts. Advance Auto had acknowledged that they were at fault with the defective radiator. When I picked up my car from *** ****(after (9) weeks,*** **** told me that I would be getting a reimbursement
  from Advance within 4-6 weeks. Well,it's (9) weeks later,and I haven't received a dime. ***** ******* is Commercial
  Account Manager for Advance,and he was suppose to be my point of contact(as per *** ****). I've E-mailed him,
  and called him,and he has yet to give me any reply.

  Business Response

  Date: 10/30/2023

  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 our Commerical Accounts Manager to see what was happening regarding this claim. After speaking with them, it appears that this was initiated by a former accounts manager and district manager who are no longer with the company at this time. According to the current accounts manager, the radiator was sent off to the manufacturer for inspection as is policy with this type of damage claim. These inspections can take an extended period of time as we have no control over the manufacturer's timeline. When the inspection came back just recently it was found that there was "no defect" in the radiator and that Advance was not at fault. However, as a one-time courtesy, the accounts manager coordinated with the district manager and vice president of operations to have a check for the rental car approved. This claim was just approved by the acting leadership on 10/23/23 and the check will be sent to *** **** and made payable 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: 11/07/2023

  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.No, I have not received anything. I have checked with *** **** almost everyday since I received the E-mail on October 30th,and they haven'treceived anything from Advance Auto. *** **** knows to call me when my check comes in. I did received the check on November 8th.

• Initial Complaint

  Date:10/25/2023

  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 bought from the company’s website. I ordered from the drop down box entering my vehicle information. I got the parts from 3 different vehicles. I returned the parts and now am being forced to pay the shipping which was their mistake. I do not believe I should have to pay this amount because I ordered the right parts but was sent the wrong ones. I ordered off their website and it claimed to be the exact fit. I was told my order would be here on Monday then it said there will be a delay, then I got two of the parts on Monday and one today on Wednesday. With the parts being from three different vehicles! I know for a fact I only ordered for mine from the drop down box that said my vehicle and an exact fit.

  Business Response

  Date: 10/25/2023

  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.When online orders are returned at the local store the return receipts do not reflect the refund for the shipping charges. However, Mr. ********* is getting the full amount that was paid for order number ********* back, which is a refund in the amount of $156.74. That refund would show back to the original method of payment used when the order was placed. It may take 3-5 business days to show on Mr. *********** end.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:10/23/2023

  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.

  AAP's website claims that every product is warrantied for one year. Back in March 2023, I had one wiper blade replaced under warranty and paid for a second one. Now, less than seven months later, the wipers are bad again. I returned to the store and was told that the one-year warranty wouldn't be honored because I had "already received one replacement." In other words, AAP is now disavowing the warranty expressly promised on their site. They offered a pitiful $20 SpeedPerks credit, but that won't even cover one wiper blade! I must insist that AAP honor its warranty as advertised.

  Business Response

  Date: 10/23/2023

  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. The warranty policy states that if an exchange is done the new part gets a 90-day warranty or the remainder of the original warranty whichever is a long period of time. We were only able to find an online order placed on 3/23/2021 for Mr. ***** that would no longer be covered under the one-year warranty. If Mr. ***** can provide another purchase after 3/23/2021 we can look into further into the request to have the wiper blades warrantied out. 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: 10/23/2023

  Please forward the attached receipt for my purchase from March 2023. Thank you.

  Business Response

  Date: 10/25/2023

  Thank you for providing the receipt. We have reached out to the General Manager and District Manager of store **** on ***** **** **** to contact the customer regarding the warranty issue. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 11/02/2023

  I apologize, the business has fully resolved my complaint. Can you please mark me as ‘satisfied’?Thank you!*********

• Initial Complaint

  Date:10/17/2023

  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 purchased a car part from Advanced Auto Parts recently and needed to return it next day in the same store (wrong size). Return was denied citing TRE/RAR reason (#*****************).
  The store manager gave me the number to contact TRE.
  
  When I reviewed my TRE/RAR report, I noticed it listed many returns that I made under AAP loaner program. Under the AAP loaner program, one can buy an expensive toolset, use it for car repair and return it within 45 days for full refund. Very useful for DYI-ers. I have used many AAP loaner tools recently. I then contacted TRE customer service. They could not do anything and told me to contact AAP CS.
  
  I called AAP CS and they told me that I needed to contact store manage or try to return the product under different name!
  
  Very poor experience: AAP store tells me to contact TRE, TRE tells me to contact AAP CS, and AAP CS tells me to contact store or return under different name.
  
  I also think the whole TRE/RAR report is incorrect as they include loaner tool returns. But no one seems to be able to fix it for me. So I will be denied returns in all AAP stores unless this is fixed.

  Business Response

  Date: 10/19/2023

  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 have reached out to our contacts with TRE to address the issue the customer had with processing a return. They have corrected the system and the customer should have no further issues returning parts at our store locations.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:10/16/2023

  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.

  I purchased a car batatery on Monday morning 10/09/2023 and out it into my car. It started as I checked it. The next morning when I attempted to go to work it would not start. Thinking there was something else wrong I jumped the car and got it to a mechanic. They (****** ****) checked everything and I was told the battery was no good. I then returend it to Advanced only to be told that they do not take back batteries (they told me it had a 4 year warranty when I purchased).

  Business Response

  Date: 10/16/2023

  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 are very sorry to hear about the issues the customer is
  having regarding the battery purchase. If Ms. ****** could please provide the
  store number where the battery was purchased, we will be happy to escalate this
  concern to the field leadership team! Typically, when a battery is defective,
  it can be warrantied out for another battery.  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: 10/16/2023

  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.
  Provide details of why you are not satisfied with this resolution. I do not need 2 batteries. When it was determined defective at the mechanic shop I purchased a new one 
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 10/20/2023

  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.
  Store # *****
  Regards,
  
  ***** *****

  Business Response

  Date: 10/27/2023

  We have reached out to the field leadership team, who attempted
  to contact Ms. ****** and were unsuccessful. The General Manager has denied the
  battery return due to witnessing the battery being dropped on the sidewalk. 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: 10/31/2023

  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.
  
  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/11/2023

  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.

  In March 2023 we purchased a battery at the Advanced Auto Store at **** ** ******* *** ********** *****. We were told the battery had a warranty - we assumed any Advanced Auto would honor the warranty. We left our car at a relative's house for 3 weeks while we had work done to our house. We went to pick it up n 9/30/23 and the battery needed to be jumped, I thought maybe there was a draw on the battery, so we drove it for about an hour , then my wife tried to start the car on 10/2/23 and it needed a jump again. My son, who is a mechanic at *** * ***** brought his diagnostic tool home to check the battery and it showed 11.7 amps and the battery needed to be replaced. He printed the ticket for me to take to Advanced Auto. I went to the store at ***** ******* **** ****** ***** to get it replaced. They tested the battery and got the same result of 11.7 amps. They said they would replace the battery except for the fact that the store where purchased has the warranty information (imagine how this would work if I purchased the battery in another state) and I would have to go there for replacement or if I could get the warranty information, they would replace it. I went to the ******* store where they tested the battery and got the same 11.7 amps - this after me driving the car for over an hour which should be more than ample time to recharge a battery (my alternator was tested as good too). However, they told me I had to leave the battery with them for 2 hours so they could test - this is impractical for anyone; they should replace the battery and charge on their own time and how many times to we have to get the same 11.7 amps result. So, I asked for a printout of the warranty information so I could go back to the ****** store, but they could not provide (keep in mind we never received anything at purchase).
  
  I would like your assistance to get a refund for the defective, unwarranted battery.

  Business Response

  Date: 10/12/2023

  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 are happy to assist our customers with this issue. For clarification, has the customer already repurchased a battery at this time? If so has the customer turned in the defective battery as a core or are they still in possession of it?Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 10/12/2023

  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 don't see any other way to respond to their question other than to reject their proposal and they haven't made a proposal.  The response to their question is, yes, I still have the battery.  I have not had a chance to purchase a new one elsewhere.  I have been charging at night, so it starts in the morning and am driving around with jumper cables hoping I don't need to use them. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 10/23/2023

  We ask that the customer please send us their receipt for this purchase and we will be happy to assist with getting the battery exchanged for the customer or a refund completed if a new battery has already been purchased at this timeOur 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: 10/25/2023

  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.
  
  Per my original complaint, we received no paperwork for the battery purchase.  We were told that it would be put in the "system" should we ever have an issue.  Turns out, it is only in the system at the **** ** ******* ******* ********** ** ***** store.  It is registered under my wife's name (****** ******) and phone number *************** I have attached a copy of my bank statement showing the $266.86 charge to the ******* Street store.  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 11/01/2023

  We have spoken to the original purchasing store and made arrangements for the customer to drop the battery off with the store. While we can not force the store to do a return for a battery that is not testing defective they will take the battery and we will issue the customer a check for the amount from the purchase we have located in our system. I will email the customer at the provided email address to confirm a good mailing 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: 11/02/2023

  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 will drop off the defective battery this weekend.  Is there something I need to bring with me, so the store accepts the battery?  Is there something I need get from them, so I can prove I dropped it off? 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 11/17/2023

  The battery just needs to be dropped off with the store as we have already spoken with the store. If there is any issues we will be happy to address it.Our promise is to provide superior customer service and
  offer high quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 11/17/2023

  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:10/09/2023

  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 9/14/23 I purchased a steering gear part number ****** from Advance Auto Parts over the phone in ************, ** store number **** and had them deliver it to ***** ****** ********* of ************ to be installed by their technician. The service advisor noticed my old steering gear was leaking while they were doing warranty work on my 2007 Trailblazer and asked me if I wanted to purchase the part since the warranty company was paying to remove and install the part to replace the rear main seal so I called advance auto parts and paid for the part and had them deliver the part to the dealership. I picked up my vehicle and paid my deductible for my warranty on 9/20/2023 and noticed it was leaking fluids the next day. I took it back to the same dealership on 9/21/2023 for them to inspect and they told me the steering gear I was sold was defective and was leaking. The dealership told me I had to pay $665.93 to remove the defective gear so that Advance Auto could give them a different steering gear to install under their life time warranty on the part. I picked up my vehicle again after they got the new part installed on 10/9 and is no longer leaking. I tried to make a labor request on the phone today 10/9/2023 and they told me that since I didn't pay the first time to remove the part and only paid once out of pocket that they couldn't help me which makes no sense. They should pay the labor I had to pay out of pocket since the part they sold initially was defective. They said it's not their fault solely because the warranty company paid the remove and install labor the first time. I wouldn't of had to pay for the dealership to take it back out if they didn't sell me a defective part. I have attached all receipts to this complaint including original purchase of the gear and the receipts from the dealer ship.

  Business Response

  Date: 10/10/2023

  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 warranty states that labor and other incidentals are not covered under warranty. However, Advance Auto Parts can offer to reimburse Mr. ****** for half ($342.96) of what he paid as a onetime customer courtesy.  This payment will be a check mailed to his home address provided on this claim. 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: 10/10/2023

  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 am not satisfied with this resolution because I was told that if I had paid for the labor twice then I would be reimbursed under a labor claim. The reference number for the conversation with advance auto is ********. It makes no sense to me. I am being denied labor reimbursement because my warranty paid to remove and install my old steering gear, as it was necessary to do the repairs they were covering, but if I paid it initially then it would be yalls fault. That's what your employee told me on 10/9/2023. One of your stores sold me a defective part thus resulting in me having to pay labor out of pocket to get another steering gear. I believe I should be reimbursed the full amount of labor cost due to the part being defective. I could understand if I replaced the part but the part was installed by a professional technician at a dealership. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 10/18/2023

  The call customer has on reference number ******* was reviewed. The customer was advised that labor is not covered under warranty, but if he provided his receipts, it would be looked into to see if there was anything Advance Auto Parts could do as a customer satisfaction. Advance Auto parts can only offer half of the labor that was paid. A check for $342.96 was mailed to the customer address on this complaint on 10/12/2023 via *** ******************* 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: 10/18/2023

  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 was not given the opportunity to provide receipts when I called. She told me that she had to ask her supervisor to see if they will let me send the receipts and since the warranty paid the remove and install time initially and I paid the second time that they would not start a labor claim. As stated in the conversation with reference number I provided, I had to pay twice out of my own pocket for them to consider a labor claim.On October 11th 2023, one week ago from writing this response the second steering gear/rack and pinion started leaking and was defective. Now I have paid over 1300 dollars in labor to remove the second defective steering gear/rack and pinion. The receipt is attached to this response. This is absurd having to keep paying labor because of defective parts from Advance Auto. I should be reimbursed for labor at least on the second defective steering gear/ rack and pinion. The parts have been installed by a professional technician at a dealership each time as shown in the receipts provided. Now that I have paid out of pocket twice I should be reimbursed labor cost according to the conversation I had with the Advance Auto employee. I work for a Buick GMC dealership and we are reimbursed labor cost frequently for defective parts from parts stores. Why would it be different for a customer if we pay for the part ourself and have the dealership install said parts? I could understand if the customer were to install the part but that is not the case in my situation. They have been installed professionally each time.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 10/20/2023

  Mr. ****** we understand the frustration and are sorry to hear that the Rack and Pinion failed twice. There are different processes for a professional account versus a DIY account. DIY purchases state that warranty does not cover labor. We sent a check for $342.95 to assist you with the labor on the first defective part. As the part has failed again and you provided the reinstallation bill for this as well as a last customer satisfaction payment Advance Auto Parts will send you a final check for $342.95. In the future Advance Auto Parts will not be able to assist with labor as it is not covered under the warranty on the part. Mr. ****** will need to go to store **** located at **** * ***** ** ************ ** ***** to sign a release of liability form and pick up the final check. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Business Response

  Date: 10/27/2023

  A second Check#****** was mailed via *** ****************** on 10/25/2023. It has arrived at store **** ******* ** **** * ****** ** ************ *** Mr. ****** will need to sign the release of liability and the store manager **** will release the 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.