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:05/23/2025

  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 car battery from advanced auto parts a few years ago. I had an issue with that battery and that battery had a three year warranty and I was still under the warranty. The initial store that I went to was on ******** ****** and ***** **** ** ******** ** ***** ZIP Code. The store closed down, but I did call a customer service number for advance auto parts trying to verify that I had a warranty on my battery. They said they could not find any information in the system and they told me to go back to the store. I purchased it from. I explained to them that I could not go there because the store has been closed for three months. The next day I end up going to advance auto parts. This is a new location that they recently opened and it was the location that was on ***** Road in ******** ****** in which I found out when I went to the store. When the mechanic took my battery out of my car, he told me it’s a diehard battery. They came from advance, auto parts and to make sure that I had a warranty on it. I went in the store and explained to them so they looked up my information and verified that I didn’t have a warranty and they said the warranty was ending in this month. I told them I wanted a refund of my $133 since I had a warranty on the battery. The man told me if I return the new battery that I have that new warranty would be voided off of that battery, but my whole issue is I never was able to even use the warranty on the first battery. I honestly don’t understand if you can purchase an item and it has a warranty and then when you try to utilize the warranty, the people that work in the location want to tell you how the war warranty will be better if you got it on your new battery. The way that they are conducting business is very deceiving. They are choosing what’s best for them and their company which is making money instead of what’s best for the customers and utilizing savings when possible.

  Business Response

  Date: 05/27/2025

  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 partnered with the store that the customer purchased both batteries from, but the customer will not respond. The store team has made several attempts to contact the customer in order to resolve this issue. We were able to locate the customer's original proof of purchase that does she she is still under warranty until August 11, 2025. At this time, we are unable to assist this customer further due to no response from her to our store 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: 05/27/2025

  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 been in communication through email. I even went up to the store and took a picture of the monitor to show that I had proof. They are completely lying about me, not responding to numerous attempts of trying to communicate with me. They have been communicating with me and have been telling me that they cannot help me. I have provided all the required information they have requested. I have provided screenshots of the emails that we have been sending to each other.]
  
  Regards,
  
  ******* ********

  Business Response

  Date: 06/07/2025

  We are working with ******* ********'s local store to resolve this issue. Once we have all of the information the customer will be refunded.  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: 06/09/2025

  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:05/21/2025

  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.

  ***** ******** Tried to sell me the highest brake pads when the cheaper brake pads was available then when I told her I couldn’t afford the break pads she she walked in the back laughing with another employee name *** calling me a “***** ******” I heard her try to keep it low but she couldn’t I won’t be shopping at *** ******** *** ******* **** anymore

  Business Response

  Date: 05/27/2025

  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 field leadership attempted to reach out to the customer. Unfortunately, the phone number provided is not a working number. Please have the customer provide a good phone number for the Field Leadership to reach 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.

• Initial Complaint

  Date:05/17/2025

  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.

  Saturday May 17 2025 at 6:25pm. I turned in 3 battery cores of dead batteries which were not bought at Advance Auto. In the past I received my core value as cash or on my debit card. This time the store employee refused to do that and required me to take the value ($30) on an Advance Auto card for store credit. The his requires me to spend my own money in their store. They have no right to restrict me using my money in their store. I asked they do as was done in the past and give me cash or put it on my debit card, but they refused. This cannot not be legal.

  Business Response

  Date: 05/18/2025

  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 customer came into the location to recycle batteries. Per policy the amount was given on a merchandise gift card. Below is the information for recycled batteries that can be found on our website, ********************************************************************Oil and Battery Recycling It is easy to be green; stop by your local store to recycle your battery and used motor oil or gear oil. We even give you an Advance Auto gift card for any automotive battery you bring to us to recycle.  Only available at participating locations. Varies state to state. Please verify with your local store to see if ordinances allow 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: 05/19/2025

  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.1) Company policies are not law.   2) The battery cores Advance Auto purchased from me were not bought from them. 3) This is a normal trade transaction where property I owned (the battery cores) was I sold to Advance Auto for a value ($10 each on 5/17/2025 at 1:31pm) and payment for which I was given on my debit card as shown in the attached document and as I desired.  4) The payment Advance Auto gave me was my money and I had the legal right to receive it in cash or on my debit card without being 'required' to spend it in their store due to it being given to me as an  'in-store credit'.  5)  If Advance Auto does not agree to send me a $30 check instead of the in-store credit they gave me, I will file a legal complaint against them with the documented evidence in hand and that will cost them much, much more than my $30 and will open the door to many more legal challenges to their 'company policy' about battery core payments.   The simple fact is: Advance Auto purchased two battery cores from me on 5/17/25 at 1:31pm (transaction *************) and paid me for them on my debit card, and this establishes that 'company policy' is not a rule they follow all the time.  Refusing to pay for the three battery cores I brought in on my debit card (documentation provided initially) and insisting to restrict my use of my money to spending in their store is against the law and proven invalid by their earlier payment (documentation provided herein).  If they do not change their position I will sue them.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Ordered a passenger side axle. But received driver’s side axle. When I received a passenger side axle I was still charged for the price of a driver’s side axle which is $34.00 more expensive. I had to pay for something that I did not receive. Passenger side is $105.99. Driver’s side is $139.99.

  Business Response

  Date: 05/19/2025

  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 inconvenience this has caused. We are happy to provide the requested amount via 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: 05/26/2025

  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:05/14/2025

  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.

  May 12, 2025 I bought a hub and bearing assembly. I looked at the parts and noticed the wheel bearing seemed a little flimsy. I went to put it in and one side of the bearing just fell out before I even pressed it in. I at least want another bearing or my $40 back

  Business Response

  Date: 05/15/2025

  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 customer can take the part to any local Advance Auto Parts or Carquest location for a return or exchange. This part does have a 1 year replacement if defective. Here is a link to our return policy.******************************************* 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:05/13/2025

  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 set of brakes from the ******* location. I was in ******** with my sick daughter and had a accident and no longer needed these brakes. So I go to take them back to the store and was told cooperate office doesn't refund money back after 45 days. So you're forced to get a gift card if you don't want that then you can keep the brakes I was told. I paid with money I should have gotten my money back. The associate stated that this is a new thing they have been doing and the number of complaints was in real. He suggested calling cooperate office I did. The first guy couldn't help me so transferred me to another person that said I'm sorry there is nothing I can do. I have the gift card in used and receipt. I just want my money back. I will never be a customer again. The original phone number for my account is ********** if you want to look it up for verification!

  Business Response

  Date: 05/13/2025

  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 reviewed the customer's transaction history and show the parts were purchased on February 4, 2025 and returned May 7,2025. We do have a 45 day return policy that states if returned during the 45 day return time frame the customer will receive the refund to the original form of payment. Any returns completed after the 45 day return time frame will be refunded on a gift card.   Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 05/15/2025

  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 out of town taking care of a family member that was very sick and didn't have the chance to use the parts I purchased from the store. Then was in a accident as I stated. I disagree with you about this action because I DID NOT pay you with angift card therefore I shouldn't have to take a gift card from your store. What if I don't want anything from there ???? And I still have the gift card un scratched. I think it's absurd you do this to customers ..the brakes were new and un touched. Your employees actually suggested i call corporate office and I did and you still get the same old customer service that are un friendly and don't help either. I don't get how I pay you my money for a part then you take back the new part in touched as and give me a gift card so you can basically get my money twice !!!!!! I would like a refund and you can have your gift card to buy things if you wish I on the other hand do not want anything from your stores except my money back. You have the brakes back. I cannot help the fact I was out of town helping take care of a family member on hospice ! I'm pretty sure you would have felt the same. Then I get into a accident after my beloved family member passed away coming back home. So therefore do not have a need for the brakes . I don't have the car they went to. Advanced auto parts I was informed didn't use to do this 45 day thing. I think they're getting over on customers. According to employees people get upset daily due to this! They're stealing or keeping people's money then want to take it again by forcing to spend in their stores! No thanks 
  
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/08/2025

  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 am filing a complaint and Case number which is ******** is in regards to the invoices that were
  Sent to the Corporate office, regarding my refund on Advaned auto parts which has permanently closed down in ******* as. I called in to there customer service and spoke With ***** . WHO doesn’t have the professional courtesy to call me back. After leaving my contact information including my phone number, address. On when I will receive A refund check. On a battery purchase by my at advanced auto still under warranty. I sent them both receipts. Which they had received. They have told me 14-21 days to receive refund check. I asked them when it will be mailed out.
  No response on this resolution. I asking for a confirmation on when my check will be mailed out.
  Please call me at ************. BOTH receipts are attached awaiting refund
  
  I did speak with a customer service last week and could not comfirm when this will
  Be mailed out. And the full amount .
  
  **** * ******** ** ******* ** ***** 
  Sincerely
  *******

  Business Response

  Date: 05/08/2025

  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 inconvenience the customer has experienced with this process. After reviewing our cases it does appear that a check was requested on 5/2/25. These checks can take 14-21 business days and do not have tracking numbers assigned to give an exact date. It does also appear that we responded to Mr. ****** and advised him of this on 5/6/25. I have attached that email to the case. 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:05/03/2025

  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 12/26/2024 I placed 2 orders for store pickup. I couldn't pick up on time due to various reasons. To my surprise I just noticed my credit card statement that I was still charged. I also noticed that this store changed the order status to "Picked up" instead of cancelling the order for not picking up on time. This is a FRAUDULENT PRACTICE. Very disappointed with a large company like this. How do we gain trust in this company when fraud is practiced? When I spoke to the store manager *******, She was lethargic about this whole situation and continued to say that this is not a problem at all, this is how the business works etc. I wasted so much time trying to explain this to customer service and also to the people in the stores.

  Business Response

  Date: 05/07/2025

  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 that the order was not cancelled after 7 days.
  This is the normal procedure. We do show that the orders have been refunded. If
  you are not able to pick up an order within 7 days of placing the order, please
  reach out to our Support Center and we can get this cancelled for you. Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 05/07/2025

  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.
  
  So you will charge the customer even if the item is not picked up. You won't cancel the order if the item is not picked up. So if the customer forgets to pickup the order, the customer will be penalized by Advance Auto Parts by charging them illegally without delivery the merchandize. Why does Advance auto parts think this is a normal behavior and not fraud? Put yourself in my shoes and tell me would you be okay to be charged for something that was not picked up at all? 
  
  Regards,
  
  ******* *

• Initial Complaint

  Date:05/01/2025

  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.

  In 2022 I purchased a pair of wiper blade. It was around 78.00 dollars. I told the gentleman, that's is expensive?
  He said to it's lifetime warranty. I was surprised to hear that so I took it. I then told him these receipt don't stay that long, they all fade away He said don't worry it will be in the system. I change my oil yesterday and the technician told my wiper need to change. Went to the same store to my surprised I didn't have any warranty . Didn't meet the same gentleman, he told all I had was a two years warranty. I had to buy another set of wiper blade. I just check your website and it said the warranty your company offer is an extended warranty after the manufacturer warranty is finish.So I think I should still have warranty on the wiper blade
  Looking forward to hearing from you
  
  Thank you **** ***

  Business Response

  Date: 05/03/2025

  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.  All of our windshield
  wipers come with a 90-day warranty if they are defective. If you purchase a ACP
  plan in-store at the time of purchase, this can extend the warranty up to 1-2
  years should the wiper become defective. We do not offer wiper blades with a
  limited lifetime warranty. We do not see any purchase made in 2022 for wiper
  blades under Ms. ***** information. We have issued Ms. *** a $20 Speed Perk
  coupon in her account for the inconvenience this has caused. 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:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 my husband and I went to Advance Auto Parts on ***** ****** ** *********** ***  We asked for a battery for our 2007 Lexus RX350. We were provided with a battery by an employee, but it was the wrong battery and installing it caused damage to the car(as verified by the repair shop listed in the uploaded docs). We are seeking $1,263.25 in damages, the cost incurred to repair the car at two different locations.
  We initially filed a complaint with the Advance Auto Parts headquaters a month after the incident occurred, not realizing we should file with the BBB, but no action was taken on their part. This is a claim against the business. Thank you.

  Business Response

  Date: 05/02/2025

  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 is sorry to hear about the issues with the battery that was purchased. We have escalated Ms. ******** concerns to the field team over store #****. Ms. ****** should expect a phone call from the field team within 24-48 business hours to discuss a resolution.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.