Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

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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

410 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:10/04/2023
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 had ordered a steering knuckle for my car and when I received it it wasn’t correct so on Saturday October 1st 2023, I took it back to order the correct one they said it would be in on Sunday morning at 9:30, my son went later that morning and they told him they don’t get deliveries on Sunday’s, and it would be in on Monday so I picked it up Monday evening for my son to fix and we he put it on again the part wasn’t right. So I had no car to drive and had to rent one, but they had no cars so I had to get a truck which for two days is $177.00, I now took the part back and got my money back and went to another auto shop.
Business Response
Date: 10/05/2023
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 regarding this issue to have them address it directly with the customer. They are willing to assist with the cost of the rental vehicle due to the issues with the customers product. The field has advised us they have attempted to call the customer to have this resolved and have left voicemails to have their calls returned. 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: 10/19/2023
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 have not received a check yet. I call the district manager last week and he said it had to go to someone else to send the check. Thank you,********* ******
Business Response
Date: 10/20/2023
We have reached out to our account and field teams for a update on this issue. The check will have UPS tracking #****************** so that the customer can track its movements.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:09/27/2023
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.
The sign in the window states join the rewards program and save $5 today on a $20 purchase. I spent over $117 and joined today yet all they would give me is a coupon for $5 off a future purchase. That's not what the sign says! I would like $5 refunded to me on this purchase.
Business Response
Date: 09/27/2023
Thank you for providing us with the opportunity to address the complaint that Ms. ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts is sending Ms. ******** a check in the amount of $5.00. Ms. ******** should receive the check in the next 14-21 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: 09/27/2023
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:09/14/2023
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.
Complaint about Advance Auto Parts Manager in **** ********** *** On 9/14/2023 I entered the store to return a defective battery disconnect (only a $19.95 purchase).

I had recently discarded the receipt so I tendered my credit card so they could look up the transaction using the card. The associate said he needed the transaction number. How could I have the transaction number if I didn’t have the receipt? He then called over the manager. The manager said he needed my driver license. I stated that I was unwilling to provide so much personal information. He then accused me of trying to fraudulently return a part. I placed an additional $20.00 on the counter and said “here is $20 more to show you I am not trying to steal. Now I have paid $40 total for nothing - a broken part. This is horrible customer service.” and began to walk out of the store. The manager said “ I don’t care about this job. I have a day job. Get out of the store.”
Business Response
Date: 09/14/2023
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. We are happy to issue Mr. ***** a check for the amount in question as a one-time courtesy. Our policy regarding returns states that proof of purchase must be in hand or be able to be located or a driver's license must be presented for a no-receipt return. We apologize for the incident that occurred with one of our team members in-store and we have reached out to our field leadership to have them address the manager on duties behavior 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:09/11/2023
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.
Store refused to take used motor oil back for recycling, but they continue to sell new oil. They claim their “oil tank” is full. If that is the case they are still require to take used oil back in containers. They can always claim their tank is full or just keep it full all the time so they don’t have to take in used oil from customers. Its the second time they have done this to me, and I believe they are purposely doing this to skate the law requiring them to take back used oil.
Business Response
Date: 09/13/2023
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.We would need the store location that Mr. ***** visited so that we can escalate this to the field team.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: 09/25/2023
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.
Business Response
Date: 09/25/2023
We have escalated Mr. ******* complaint to the field team for store #**** located at **** ** ******* ** * ******** ** ****. Mr. ***** should expect to be contacted by the field team in regard to his complaint.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Initial Complaint
Date:09/11/2023
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.
On September 3, 2023 I ordered part, Brake Caliper 19-B3196 After replacing the old one with the new one. I took the car for a test drive and the left front tire seized and started to smoke and smell real bad. I bought a new brake line, thinking the line got damaged when I changed the caliper. Once again took it for a test drive and the same tire seized. Car towed on Wednesday September 6, 2023 to *********** ********** Services. I received a call from the mechanic and he said After hours of trying to figure out the issue he took apart the right side to compare parts. The problem was the new rebuild caliber had the wrong sliding pins, they are a 1/4 inch to big and that caused the issue. I then called (on 9/9/2023 at 12:55) Advance Auto customer service at ************** to talk about the caliber I brought from them having the wrong sliding pins in them and it costing me an extra all most $300not including the new brake line for $35 and tow of twenty miles.
The first person I talked to said she can offer me a 20 dollar gift card, I told her that was unacceptable and asked to speak to her supervisor. When the supervisor got on the line I explained what my issue was. He asked me what would I like to do a bout the problem I asked him to refund me the money for the caliber since their mistake (selling me a caliber with the wrong sliding pins) cost me over $300, he chuckled and said that is not happening. He said I was offered $20 or I can take the calibers back off the car, after my mechanic replaced the right sliding pins and they can either exchange it or refund me the money. I told him that is unacceptable he said to leave the caliber on and he will give me $40. I then said no and their company now should pay the mechanic fee, he declined. I asked him for his name and only told me his name is ******. I asked for his last name and he refused to tell me. I said I need it so I can write it in my complain he once again said its ****** and that's all I need.
Business Response
Date: 09/13/2023
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.We show that Mr. ******** was credited $50.00 on Order #********* for the inconvenience. We are unable to credit the full amount because the part would not have a warranty. If Mr. ******** could provide us with the receipts where he paid the extra $300.00, we will be happy to look further into this for himOur 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: 09/15/2023
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.

On September 10, 2023 I received an email from Advance Auto saying they compensated me $50 dollars for my trouble. I never asked for that or was given a choice if that is what I wanted to resolve the matter. I attached the receipt for the work done to figure what was wrong with my front left tire and the cost of replacing the sliding pins. The cost to me was 276.51, not including the $32 for the brake line or the 20 mile tow.

Regards,

******* ********
Business Response
Date: 09/20/2023
We understand Mr. ********'s frustration regarding the issue with his caliper. We are submitting a check to cover Mr. ********’s labor regarding the defective caliper pins. This will arrive within 14-21 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: 09/20/2023
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.

Regards,

******* ********
Initial Complaint
Date:08/29/2023
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 purchased a part number ********, which is a passenger side CV Axle on 7/24/22, for $143.43 from the store located at ** ***** ********** ****** *** ****** ****** Previously, most of the people were always and tried their best to be helpful. Attached is a scan of the receipt.
The counter person told me that this part is the 'better quality item' which has a "limited lifetime warranty". This warranty is indicated on my receipt.
I noticed that there was a small slit in the outer CV boot which was allowing grease to leak out of the axle. I took some pictures of it.
I drove over to the store. This was around 3PM on 8/19/23.
The first counter person I spoke to was friendly, but wasn't sure if it would be covered, so he asked another person.
This person did not want to look at the pictures I had.
He told me that since I installed the axle myself, they likely would not replace it. “They frown on that” I was told.
The part was installed correctly. An axle would not last long if it was installed incorrectly.
I asked what the warranty covers.
He told me he would not answer that and that and the pictures don't matter.
I said, okay, I'll buy another axle and bring the old one here so you can decide to cover it or not.
I was told "I am doing you a favor already. This part is only covered by warranty for 90 days."
I pointed out the receipt clearly indicates the part has a limited lifetime warranty.
I was told loudly "You cannot buy a replacement and get credit for the defective part. You have to remove the part and bring it here. We will only do one transaction for warrantees and will not credit you if the axle is defective. It isn't done that way." I asked to speak to a manager and in a very loud voice ‘the manager’ told me that "I am the manager."
I left the store.
I needed the replacement axle so that I could fix my car. If I remove it, I can't drive to the store.
I was willing to buy the replacement which they had in stock.
They refused to help me.
Business Response
Date: 08/29/2023
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 the store was not willing to
assist you with the defective part. Advance Auto Parts will be sending a check
for the defective item, to the address listed in the complaint. Please allow
14-21 business days to receive. 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: 08/29/2023
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:08/29/2023
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.
The device.doesnt.work at all it won't even turn on , the manager said he would call me Thursday and he was off from wendsday till Thursday
A huge run around and they still haven't called a week l after
.
Business Response
Date: 08/29/2023
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 sorry to hear Mr. ******** part does not work. We will be happy to try and assist with an exchange. Can Mr. ****** provide the store location and the part information? Once we have this, we can look into the exchange request further. 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: 08/31/2023
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.

See Attached receipt.

Regards,

**** ******
Business Response
Date: 08/31/2023
With the receipt Mr. ****** provided we were able to partner with Store **** ******* ** **** ****** *** **. The General manager ****** has contacted the Mr. ****** and arranged for the him to come into the store for an exchange of the defective Code Scanner today 8-31-2023. 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: 10/03/2023
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 already went to the store and I got a new one. He wasn't very happy that he had to give it to me and then say a word to me she gave it to me. I signed the paper and that was it? I have a brand new one. Thanks for everything, **** ******.

Regards,

**** ******
Initial Complaint
Date:08/28/2023
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 returned a brake caliper for a core refund sometime around July 25-27. I was not credited the refund charge of $75 back to my credit card.
I have tried several phone calls and online chat to resolve problem, and they state there is no record of me returning the caliper.
Business Response
Date: 08/28/2023
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 investigated the previous case history with the customer and do see where he reached out to one of our agents prior to this complaint. We have issued his core refund back to his original method of payment for his order. This should appear in his account within 3-5 business days or in accordance with his financial institutions' regulations. 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: 08/28/2023
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:08/20/2023
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.
Employee ****** at Advance Auto parts located on **** ***** ****** **** is very rude and unprofessional. Items priced at one price and when ringed up 2x more the price advertised he stated all of the merchandise is incorrectly tagged and correct price is at the register. This is bait and switch. When asked for supervisor in charge he said it was him when I asked for the store manager he refused to help me and told me he will not call anyone for items priced incorrectly. He then asked me to leave his store when I stated I was filing a complaint for refusing to get me a manager.
Business Response
Date: 08/21/2023
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. Based on the information provided this took place at store **** ******* ** **** ***** ****** *** ******** ** *****. We will partner with the store's leadership team and have the customer contacted by the General Manager 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: 08/23/2023
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 willing to wait over the 48 hour time frame allotted for a member of management to contact me at least within 72 hours if not fulfilled by the expectation set.

Regards,

***** *****
Business Response
Date: 08/24/2023
Our store team has spoken with customer ***** ***** and had arranged to meet with general manager ********* at the store on 8-22-2023. 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: 08/25/2023
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.
We are now victims of a misleading business I am seeking an apology for misrepresented price tags an many items. I am not asking for a monetary compensation I just want yo be treated like a valued customer and this business is lying about contacting me. A simple apology and business correction of issue is all I asked. But now I see you do not stand by your word and promise to the customer a simple call regarding unprofessional staff would have canceled this claim but continued lying and misleading is what you are standing for. Very and highly disappointed for lying to the consumer and to the BBB.

Regards,

***** *****
Business Response
Date: 08/30/2023
Our store leadership team has attempted to contact the Mr .***** and not been able to speak with him. They tried from three different phone numbers ************* ************ and ************* We ask that Mr. ***** make a return to call to any of these numbers. 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:08/13/2023
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.
Hello I’m ****** *****,
I’m reaching out because I tried many times to reach advance auto parts for a cabin filter I never obtained, I called and requested a call back with their system and nothing I went ahead and bought the cabin filter elsewhere since it was essential and I saw the tracking from my order and it doesn’t look like my house my house front door has stairs and that’s all included in the police repair ************
Please refund me
Order number : ********* Total 40.65
I no longer want to do business with this company refund me or my lawyer will be I touch.
Business Response
Date: 08/13/2023
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. We do
not show any records of Ms. ***** calling us regarding this order. Advance Auto
Parts has processed a refund in the amount of $40.65 back to the original
method of payment. Please allow 5-7 business days to see this in your **** account. Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing us to
respond.

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Advance Auto Parts is NOT a BBB Accredited Business.