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:05/18/2023

  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.

  about the last week of April 2023 I had 5-6 Perks reward coupons worth approximately $95 worth of, which apparently expired.
  Advance Auto Parts has absolutely no mechanism to allow customers not to miss reward coupons expiration times. There is no alert notification system sending you emails to let you know you have reward coupons expiring soon. With some form of notification of rewards waiting on the account the system is a completely useless for the purpose of following up on future purchases using the reward coupons. It appears it's intentional to get customers excited about the Perks rewards but automaticall y expiring them without notifying the customers.
  
  I spent too much time with customer service complaining about this issue at least 3 times in the past and nothing had been done. So it's clearly misleading advertising of reward program but without true benefits that are controllable by the customer.. The company renewed some rewards but only up to $40

  Business Response

  Date: 05/21/2023

  Thank you for providing us with the opportunity to address
  the complaint that **** ******, has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused Mr.
  ******.  We do advise that our Speed Perk
  customers link their online accounts with their Speed Perk accounts so that
  they are able to see when they have coupons that expire. If Mr. ****** links
  his account, we then send emails to the customer to remind them when the coupons
  will expire. We have also spoken to Mr. ****** about this in the past when we
  have re-issued expired Speed Perk previously. We have also included the link on
  our website that will assist Mr. ****** with keeping track of his Speed Perk
  coupons. ******************************************************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:05/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday May 2nd 2023 I paid for 2 front end struts for my 2011 Kia sportage, one left, one right. Total cost was 314.56 the parts were delivered to the Advance auto parts store in ******** on ***** the next day. I then scheduled the installation to happen Friday the 5th of May. After removing and installing the right side strut, the ******* **** and auto shop proceeded to remove the left side strut.
  When the remaining strut was removed from the box it was realized that the remaining strut was another RIGHT side strut! At this point I was informed of the problem. Advance Auto agreed to swap out and replace the correct part. The part was re-ordered and sent to the repair shop late Friday, too late to be installed that day! The shop had to re-install the old left strut to be able to clear the "bay" so they could work on other vehicles waiting to be repaired. This meant the labor for removing and installing the part incurred an additional charge ,amounting to $90.95 I had to pay EXTRA! When I requested some compensation for the extra cost (through no fault of mine) I was told NO!
  The error was a keystroke on a computer! Instead of ordering a left and right strut, a double tap , ordered two of the same side ! I would appreciate an apology AND some compensation ! Thank you for being concerned.

  Business Response

  Date: 05/10/2023

  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. We would like to apologize for the inconvenience this has
  caused Mr. ******. Advance Auto Parts will be happy to assist with the second
  labor reimbursement. Please provide us a copy of the receipt for the second
  labor installation. Once we receive this receipt, we will request a check be
  submitted for the reimbursement.     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: 05/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I went to the store this afternoon and got the refund.
  
  Regards,
  
  ***** * ****** ***

• Initial Complaint

  Date:04/19/2023

  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.

  Bought a starter for my 2012 gmc terrain last December, they stated they couldn’t find it and I had to buy a new one out of pocket and paid $260 again because they didn’t hold up to the warranty.

  Business Response

  Date: 04/19/2023

  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 researched this and have not been able to locate the proof of purchase mentioned by the customer. We are happy to look again with additional information. If the customer can provide us either a date and amount from a bank statement or an additional number or email address, it may be under we will double check our information.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: 04/19/2023

  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.
  
  manager *** was there when he tested my old starter, I even call him an hour later and asked if it could be returned and he said if it wasn’t put it. Then I stopped back two days later and told them it wasn’t the starter it was the battery in my key fob not letting the engine turn over. I have shopped here numerous times and never ran into this issue. I would have the receipt in my email but because it was typed in wrong by a worker I never received it, I just corrected the email when I purchased another new starter after being told I couldn’t. I paid cash so I have no bank statement, but I know for 100% that the workers know I bought one there it’s just a matter of locating it which is not in my end. I have spent thousands of dollars there and now I’m getting screwed over because of a malfunction in your system. No longer a happy customer. For that reason I reject the response and will take my business elsewhere for now on! 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/05/2023

  We are still unable to locate the original proof of purchase for this customer and our store location can not locate it at this time either. However, we will as a one time courtesy issue a refund in the amount of the new purchase to resolve this issue. Moving forward the customer needs to have the proof of purchase in question to be refunded or exchange under warranty. 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: 05/07/2023

  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:04/18/2023

  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 made a purchase on April 7, 2013 from Advanced Auto Parts. store # ****** ******** *** ******* *** ************* ** ****** ***** ***** ******** Before i made the purchase i asked if I can return the item , employee respond 45 days with receipt it will be no problem. On April 15, 2023 I went to the store to return the items that I didn’t need it . I had the receipt and all proof of purchase. The employee processed the return as a return without a receipt asking for my drivers license, they were returning each item separately from the same purchase. When she tried the third item, the return was declined by the Retail Equation and they blocked me from returning for 60 days and their return policy is 45 days , what make this product unreturnable. The store employee told me I should call the number on the receipt and they would be able to fix it. They miss informed me with the information. I am very disappointed for being treated unfairly not being informed what they are doing with my drivers license. I know I was treated unfairly and I need this issue resolved. I can't return the item and
  I need the money back $41.33
  Also need to be unblocked form Retail Equation so I would be able to return my items.
  Please call me for more information *********.

  Business Response

  Date: 04/20/2023

  Thank you for providing us with the opportunity to address the complaint that ****** ********* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Advance Auto Parts has partnered with Store ***** ******* ** *** ******* ** ************* **. General Manager ***** has spoken with Ms. ********* apologized for the miss understanding with the return and taken care of her. ***** also advised Ms. ********* to reach out to him if she had any further 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.

• Initial Complaint

  Date:04/17/2023

  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 brake calipers with cash two days in a row, I attempted to receive my 'core' charge back of $35 and $30, they were unable to return $ spent paid in cash , customer serviice also unhelpful

  Business Response

  Date: 04/18/2023

  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. After reaching out to our field leadership it appears there
  was an altercation with Mr. ****** and one of our General Managers was assaulted.
  We are happy to send Mr. ****** a check for the cores in question to resolve
  this matter. 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:04/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/09/2023 approx 1000 AM.
  
  I went in this store to drop off a UPS box. The employee, ****** **** ***** ***** the only employee I saw in the store at the time, at the counter advised me to place a box behind the counter. I asked employee if I could have a receipt and he stated “we don’t do that.” I was confused and indicated I would really like to have a receipt. The employee gave me a notepad and pen and told me to write down my email and leave it on the box. I wrote my email down and indicated I would wait for the box to be scanned and receive my email. The employee said “I’m not doing that right now.” I told him I would wait and he replied “well I’m not doing that right now, I am parts.” I then left the store with my package and told him I’ll go elsewhere. I want to know why this employee is being rude today and I want an apology.

  Business Response

  Date: 04/13/2023

  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 would like to escalate this to the field leadership team
  of the store. Please provide the store address so that we can send this to the
  appropriate team for further investigation.Our promise is to provide superior customer service and
  offer high quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 04/13/2023

  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:04/08/2023

  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.

  4/8/23 - Shopped at the store and picked out 2 items off the shelf. Went to purchase and the price given when I went to pay was approx. 50% higher. I asked them why and they said that I cannot use any of the prices listed or advertised on the shelves. I told them this was false advertising and that is was also in violation of the scanning law. The manager of the store said "no sale". When I asked him what he was doing he said he would not sell to me now. I again asked him if he understood this was illegal and in violation of the scanning law he said yes he was well aware but did not care. He told me I was not allowed to purchase anything because I pointed this out. I told him I had no issue leaving as I would not shop there knowing they were in full violation of the law. He once again stated he did not care

  Business Response

  Date: 04/10/2023

  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. We are sorry to hear about the customers experience in one of our store locations and are happy to address this issue. However, in order to address the issue we need information regarding which store was involved. 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: 04/10/2023

  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.They asked for further information that was initially provided on the complaint. The store location is **** ******* **. They only have 1 location here. 
  Regards,
  
  ***** *******

  Business Response

  Date: 04/17/2023

  We have reached out to our field team to have this addressed accordingly. Our district manager **** has reached out to the customer and apologized for the behavior and assured us he addressed the manager that was involved. The team has also requested a $30 gift card be mailed to the customer in addition as a apology from the store.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: 04/20/2023

  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:04/08/2023

  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.

  Date of transaction: 7/30/2022
  Time: 3:04pm
  Amount: $187.56
  TRN#: 0959
  REF: ************ Barcode: **************  I bought a new starter for my car from Advance Auto Parts on **** ****** ***** ****** ******* *** ****** ****** * *****. This starter was placed in my car by a mechanic on 8/6/2022 and died exactly 2 weeks after being placed. I've been to 3 different mechanics to get diagnostic testing done on my car and the problem was the starter. I've spent just over $1000 to get this problem fixed which ultimately required a new starter to be placed and paying labor fees twice on top of diagnostic fees. I was a broke nursing student so it took a total of 6 months in-between 3 different busy mechanic shops and to get enough money to get the problem fixed. I was without my car for 6 months because it wouldn't crank due to the faulty starter and I had to have it towed twice. I would simply like to be refunded for what I paid for the original faulty starter ($187.56). The 3rd mechanic who finally replaced the starter returned the core back to Advance Auto Parts on **** ** ** ****** ** and he purchased a new one from that location to re-place the faulty one.

  Business Response

  Date: 04/10/2023

  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. We do apologize for the inconvenience the customer has experienced
  regarding the purchase of one of our starters. We are happy to assist the
  customer with a refund to the provided address in the amount of 187.56.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: 04/10/2023

  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:04/03/2023

  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 bought a set of Platinum Brake Pads from Advance Auto Parts several years ago specifically due to the fact that they advertise a Limited Lifetime Warranty on the brake pads. The pads started to fail recently (due to squealer making contact with rotor). I removed the defective pads and went in to get the warranty honored by the store. They refused to honor the warranty in the store claiming that the pads were worn. Obviously, they were worn since they had been in use for several years. But they wore unevenly and one pad failed while there was significant life left on the 3 other pads. This is a defect and the warranty should have been honored. I spoke with Corporate today and they said that it was up to the store. There is no motivation for the store to honor a warranty for the DIYer since we are not large consumers. I am hoping the BBB can use their influence for the smaller consumer in this case. I do have original proof of purchase. I also purchased another set of exactly the same pads to replace the defective ones.

  Business Response

  Date: 04/04/2023

  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 apologize that the store did not assist you in the
  warranty process. The Limited Lifetime Warranty covers a defect from the
  manufacturer on the part but is not covered not for normal wear and tear.  Please provide us the order number; we will
  gladly assist in a refund. 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: 04/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 04/10/2023

  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.
  Order # ********* 

  Business Response

  Date: 04/11/2023

  We have processed a refund for online order *********.
  Please allow 5-7 business days to see the refund issued back to the Visa 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: 04/11/2023

  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:03/29/2023

  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 battery from this company back on 8/31/2021, on 3/27/2023 I noticed my battery was dying and not staying charged, so I took the battery to local store located at *** * ***** **** ** ******** ** * ***** ***** ********. and the reason I went there is because the battery I had brought back in 2021, came with a 3-year warranty in case if fails, you can bring it back. I did this on 3/27/21 and when I went into the store the young man, I talked to said he could not honor my warranty because Advance Auto now only services Diehard batteries and their old version. but he did inform me to contact the Manager the next morning and arrange a replacement with the manager whose name is *****. I called ***** and told him I would arrive at their location that evening, but he said he would not be there but would let the staff know about it. When I arrived, I talked to an Employee named ******  he was the one working night shift on 3/28/23. He acknowledged that ***** told him I was coming but when he looked in the system, he stated he could not locate my order or information in the system, so he looked at the receipt I had and just manually entered information into computer and grabbed a batter of the shelf and handed it to me and walked away. He didn't offer to help install the batter or anything. I just walked away and said fine, I will do it myself, since it's not that hard. When I got home and installed the battery, I noticed the batter was not the same size as my old one and was taller and would not fit correctly, so I had my mom who is 55 years old, take an **** back to the location and inform the guy he gave me the wrong size batter, when she was there I was also on the phone, the guy was rude and unprofessional and didn't help at all and informed us it's not his fault the system shows the wrong size and there was nothing he can do. I don't believe that is how a store employee should act and should not have been treated the way I was.

  Business Response

  Date: 03/30/2023

  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
  do apologize for the inconvenience this has caused. Advance Auto Parts
  will be happy to refund online order ********* due to the new repurchase
  of the battery. Please allow 3-5 business days to see the refund of
  $194.19 to your ****** account.  We, however, cannot refund the
  repurchase as you would not hold any warranty for the battery.  We have
  sent the complaint to the field leadership team regarding the fitment
  issue with the battery and your in-store experience.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: 04/12/2023

  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 have not received a refund yet and it has been over 5 days.

  Business Response

  Date: 04/12/2023

  We apologize for the delay in the refund. There was an error
  in pushing it through the system with ******. We have corrected the situation and
  have processed the refund of $192.69 to the ****** account. We sincerely
  apologize for the delay and the inconvenience this may have 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.