Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

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.
164 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:02/24/2023
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 was sold a bad starter. I had to pay 2 times to have the starter replaced.
When I asked for the new starter to be place under warranty with my information the employee refused to do so.
Business Response
Date: 02/24/2023
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. Advance
Auto Parts apologizes to Mr. ****** for the poor experience he had with his
local store. However, the store location regarding the complaint was not
provided. If Mr. ****** can provide us with the store location of said incident
and a name or description of the employee, he had the interaction with, Advance
Auto Parts wishes to investigate the matter and rectify the situation. As well as
if Mr. ****** still needs a warranty exchange or has already repurchased the
part. If he has repurchased the part we request the receipts for both purchases
so we can best assist. 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: 02/27/2023
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 submitted with the complaint

Regards,

******* ******
Business Response
Date: 02/27/2023
Thank you for sending Mr. ****** response. I see that the store on the attached exchange receipt is store **** ******* ** ** ******** **** ********* **. We are working with our store team to find a resolution for 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:02/24/2023
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.
If I could give a negative response, I would. Incident 1: Went to the store and needed windshield wipers for my 2019 chevy. The cashier 1st off gave me the wrong wipers, they had to then refund me and then charge me for the 2nd pair(repeat 2 more times). I informed them I just needed the wipers and my son would install them, It took them 3 hours to install the wipers after in said repetitively you do not have to install, my son will.

Incident 2:
Went into the store to see about getting a replacement FOB for my car. The older gentleman took his pocket knife and took the rubber(the lock, unlock, remote start, panic buttons) off, during that process his pocket knife shorted out my key FOB($250 to get a new key and have it programmed). I gave a bad review on google, Advance Auto replied to my review to call ########. I called that number to finish the complaint and then a couple of days past and the District/Regional manager called asking me to describe the problem. I did and he chuckled at the resolution. Every since then I have been getting texts/calls/emails asking me to complete a survey. I called the 800 number again to tell them to either fix the problem or stop with the emails/texts/calls.

Take your business to another auto parts store or they will end up costing you more money in end. Will not spend another dime in that store.
Business Response
Date: 02/25/2023
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 General Manager and the District Manager have worked
with Ms. ******* to assist in taking care of the error made by the team member.
The quote to have the damages repaired, has been submitted with the field
leadership team. We apologize 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.
Customer Answer
Date: 02/28/2023
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 not close the case until it is fully resolved Check in hand to fix the key fob

Regards,

***** *******
Business Response
Date: 03/07/2023
We have submitted the check request for Ms. ***** *******.
This process takes 14-21 business days for the check to arrive. Advance Auto Parts
will be sending this to the PO Box. 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: 03/07/2023
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.
Once this has been resolved and check in hand, I will then consider this case closed until I receive the check in my hand I refuse to close this case. SO I MY OPINON THIS IS NOT RESOLVED.

Regards,

***** *******
Initial Complaint
Date:02/23/2023
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.
I’ve shopped quite a lot for automotive,but the store on veterans always gets my orders wrong it’s always part doesn’t fit or wrong item.
Business Response
Date: 02/24/2023
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 do apologize for the customers experience with one of our store locations. As the customer requested we have opted him out of receiving company communications.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:02/22/2023
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.
Ordered my part online And never got to me.. Went to the store and got cops called on me... When I thought the problem was resolved I was giving the wrong Parts...
Business Response
Date: 02/24/2023
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 set up a new order for the customer for him to pick
up the items at his local store. We were advised that he was given the wrong
part. Mr. ******* was advised that he could
return the wrong part at the store and we would refund him for the order he
never received with his same-day home delivery order. Our promise is to provide superior customer service and
offer high quality products when you need them. Thank you for allowing us to
respond.
Customer Answer
Date: 02/24/2023
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:02/18/2023
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 have purchased a battery around a year ago from advance auto in ********* ** ** ************* *** The batter has gone bad already. In less than a year. I have tried to have them honor the warranty, but they continually refuse. I have had multiple battery tests from multiple places, all of which state the battery is dead. When I go to the store to have it replaced, they say it's fine and refuse. We even brought the battery tests to show to the clerks, and they just shrug and leave. Absolutely pathetic customer service. They have left us no choice but to take legal action for blatant violation of warranty law. I have attached the most recent battery tests. FROM TODAY. Just got back from the store where they refused to replace again. Absolutely disgusting business.

Never buy from advance. Ever. Plenty of places to buy car parts. Just go anywhere else.
Business Response
Date: 02/23/2023
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 General Manager, ******** ****** has attempted to
contact the customer and left a phone number for them to contact them directly
to assist in the warranty of the battery. We advise the customer to please
reach back out to her in order to assist Mr. ****** further with the 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.
Initial Complaint
Date:02/18/2023
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.
In July I paid top dollar for 3 wiper blades for my vehicle. I thought living in ******* and when it rains, it rains hard. I wanted squeegee like performance. Made sense to buy top of the line. Last night it was raining - turn wipers on and right in my line of sight the water is streaking and beading preventing me from seeing clearly. I think, okay I'll go today and get a blade as I have the 1 year replacement (clearly stated on receipt). I go today, sunshine and 75. The clerk behind the counter says, "let's see what we have". He goes outside, removes the blade, inspects it like it's some ninja knife. Looking down the blade, slides fingers down the rubber, etc. He then asks me to show him. I jokingly said, "oh boy, I didn't know it was going to be this much of a production." He rudely responds, "we don't just give things away for free." I turn my wipers on, hit the fluid and he says, "I don't see anything." Of course he didn't - it's sunny and 75. When it's downpouring and dark it is a VERY different picture. I have made several large purchases from Advance Auto and I will not give them any more of my business.
Business Response
Date: 02/21/2023
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 do apologize for the way this situation was handled by one
of our store locations. We have reached out to our field leadership team to
have them address this directly. They have advised us that they will warranty
the blades and that they have called and emailed the customer and are awaiting
a response. 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: 03/06/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Yes - they have replaced all my wiper blades with courtesy and respect. I appreciate how this situation was resolved. Regards,

***** *****
Initial Complaint
Date:02/16/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a battery from advanced auto
I noticed some fluid on it they told me it was fine
Here to find out About three days later it was battery acid leaking and destroyed everything in its path
I reached out to customer service I opened up a claim
I then contacted the store manager, gave him my receipts of the damage
He has been giving me the runaround for the past month. I even tried reaching out to his district manager, and he does not respond to any voicemails or messages that we’re left for him.
Business Response
Date: 02/20/2023
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. As Advance Auto Parts warranty does not cover damage caused by faulty parts this claim has been submitted to ******* our battery manufacture. Store **** has the defective battery and are waiting for ******* to pick it up for a damage claim investigation to be processed. Once ******* picks the battery up it takes 3-6 weeks for the investigation to be completed and ******* will contact the customer directly with the results of the 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: 02/20/2023
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.

I have a claim opened and has been opened since the end of October. They had this battery for 4 months now I also gave the store manager all my repair receipts and he’s not sending them to the district manager. Every time I call customer service they give me the runaround and say someone will call me back that day and no one ever does.
Regards,

***** ******
Business Response
Date: 02/27/2023
Thank you for providing the reply from Mr. ******. The paperwork was not received for the battery damage claim until January 2023. This was sent to the manufacturer ******* and they provided claim number *****. Advance Auto Parts limited warranty does not cover parts damaged by other faulty parts and proceeding with the battery damage claim is the process that needs to be done. Store **** general manager is reaching out to ******* to see if they can get a date to update the customer on when the battery will be picked up 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: 03/06/2023
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.

but I keep rejecting everything only for the fact that still till this day nobody has reached out to me to tell me what’s going on and they’ve had the battery since October granite it took a month and a half to get the parts for the car. That’s why they got the paperwork. So late I would just like them to simply refund me The damages to my vehicle I even went back up there and showed them the battery was leaking. They insisted it was fine. Three days later it eat the wiring harness, the transmission lines, everything in its path. Luckily, I didn’t catch fire or calls an accident with my newborn and wife in the car, I’m not coming after them for the rental fees or the time I missed from work or anything.
Business Response
Date: 03/10/2023
******* (battery manufacturer) picked up the customer's battery on March 3rd 2023. We are waiting for their investigation to be completed. This process takes 3-6 weeks (from the claim initiation to resolve). We will update MR. ****** once we have the results of the 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: 03/13/2023
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,

***** ******
They’ve had that battery since October and you’re telling me they just picked it up last weekThe problem is not with the manufacturer. The problem is I went back to the store and told the employee that the battery was leaking and they still sold it to me. It’s not the manufacture is for at all advanced auto is trying to pass the blame because their employee messed up.
Business Response
Date: 03/24/2023
As Store ****'s
leadership Team has advised they inspected the battery and found it was in good
condition and did not appear to have a leak the next step is to have the
manufacture ******* do an investigation of the battery. The store team started
claim #***** after receiving all
information needed from Mr. ******, and ******* is doing their investigation on
the battery. They are reaching out again today 3/23/2023 to get an update on
the claim. We will advise Mr. ****** once we have received the results of from
*******. 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: 03/27/2023
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.this is getting a little ridiculous. They’ve had the paperwork for three months and they had the battery since October 2022 this is not a manufacturer problem I sent you guys, advanced and corporate. The pictures of the battery I bought, showing the acid dripping down the side of it, advance. Auto does not want to take any responsibility that their employee messed up. I even went back in the store and pointed out the problem, and they told me that it was fine and don’t worry about it

Regards,

***** ******
Business Response
Date: 03/31/2023
Our vender ******* has sent our store **** a response on Mr. ****** claim. They stated they will be contacting the customer directly, soon, and the claim will be paid. No other information was given, however ******* will contact Mr. ****** to complete the resolution of his 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: 04/01/2023
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:02/15/2023
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 February 5th, I ordered a manufactured starter for about $150 after I turned in my core. I installed it that weekend and it did not solve the problem. Out of options, I had it towed to ****** Automotive in *********, **. He did an hour of diagnostic testing and came to find out that the starter that I just installed came out to be defective! I finally got my car back and I brought the defective starter to the store on **** ***** **** ********* **. I was told that they don't even do refunds on electric parts. They tested it right in front of me and they said it was indeed junk. I was sold a defective starter right from the beginning and had to pay $150 for a broken starter, $82.73 in diagnostic testing, and $119.90 for the remove and replace starter labor from the mechanic, AND pay $100 in cash for towing to the mechanic shop. This absolutely frustrates me that I had to pay all of that because you sold me a defective part. I want a refund for all this that was caused by this defective starter motor. This would come out to be around $452. I have added my mechanic bill to this complaint. This bill lists it was towed in, shows labor for test starter motor circuit, shows labor for remove and replace starter motor, the tow fee was paid in cash and they don't give receipts.
Business Response
Date: 02/16/2023
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 have reviewed the customers submission regarding a
defective starter. In order to assist with a labor claim, our policy requires
the part to have been originally installed by a license mechanic to qualify. However,
as a one time courtesy we will assist with the diagnostic test and the
reinstall/replacement of the starter via a check $202.63. We do not cover the
cost of tows or rental vehicles. The defective starter can be returned to any
of our store locations for a full 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: 02/16/2023
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.
Advanced Auto Parts should be happy that customers are buying their parts and doing their own repairs. Not punishing them for not getting the repairs done by a mechanic. Replacing a starter is easy enough that it can be done by the average person with a YouTube video. Perhaps Advanced Auto Parts should implement a policy that they test all remanufactured starters at the store to see if they're in working order. While I do accept the check for $202.63, I still request a refund for the towing fee. At least provide it via a gift card so the money will go back to the store. Also, what is not acceptable is the starter can NOT be returned for a refund. I have already stated that I have brought it to my local store on J*** ***** ******** ********** *** and was denied a return saying NO RETURNS ON ELECTRICAL PARTS. I also do not want to go back there due to most of the employees being new and not that knowledgeable and would rather go to the other local store in *********** ***
Regards,

**** *****
Business Response
Date: 02/24/2023
Due to the circumstances, we are willing to provide a gift
card for the tow bill in question if a receipt for the tow is provided. In addition,
we do apologize the store is not accepting the defect part back as they should.
If the customer will please provide their original proof of purchase and we
will issue a refund via 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.
Customer Answer
Date: 02/24/2023
I have uploaded the original proof of purchase as requested and will be waiting for the check. As stated in previous response, the tow company provided no receipt as it was done in cash. The mechanic bill shows that it was towed in and that should be satisfactory. Please send the gift card along with the check. Consider this a one-time courtesy for all my trouble and it will keep me as a customer. Please also reach out to the store and educate them on taking back defective parts so this does not happen to anyone else. Thank you for making things right. Sincerely, ****
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.

I have never received the refund check for the starter or the gift card.

Regards,

**** *****
Business Response
Date: 04/17/2023
After further investigated we have found that the check in question was paid out and has been attached for you to view. In regards to the gift card, we have still not received the requested tow bill from the customer in order to submit the gift card request. We are happy to assist the customer with a gift card as soon as that documentation is provided. 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: 04/17/2023
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The check for $202.63 is the labor fee for remove and replace starter & diagnostic fee. I have yet to get the reimbursement for the actual starter that I can NOT return back to the store because they will not take it. I have already submitted the original Advance Auto Parts receipt as requested and have not received the check. As for the towing bill, I have stated that it was a cash transaction and no receipt was provided. The mechanic bill had it listed as a tow in. I had it towed. I have already been without my money for two months and I would just appreciate it if we can just get this settled. Please send me my check for the cost of the starter that the store won't take back and provide me with the $100 gift card as a gesture of good will.

Regards,

**** *****
Business Response
Date: 05/01/2023
Our policy normally requires one of our store locations to already be in possession of the part prior to a refund check being sent for an item. To resolve the matter we will go a head and send the refund check to Mr. *****. However, without proof of the cost of the tow in question we can not assist with that at this time.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Customer Answer
Date: 05/01/2023
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:02/11/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a set of Sylvania H1 Silverstar Ultra Headlight bulbs from the Advance Auto Parts store #*****, *** **** ********** ****** ** *********** **** on Sept. 29, 2022. An important factor in my choice was an offer of a rebate in the form of a $10 gift card. I submitted the Rebate Submission Form and received a confirmation on Oct. 1, 2022 that included a tracking number: ****************. The confirmation email said most rebates are processed within 6-8 weeks, and to "Please allow 8 weeks before inquiring" about the status of the rebate." The rebate failed to arrive within the 8 weeks ending Dec. 9. I emailed the company Dec. 12 to inquire about the status. I received an emailed response Dec. 13, stating, "the claim is in the final stages of processing." I contacted the company again on Jan. 11. I received a response that same day, stating, "The reason it takes so long there is another stage of processing after we approve your claim, and we have no control over the mail processing." It has now been more than 19 weeks since I submitted the form, and still no rebate.
Business Response
Date: 02/12/2023
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 apologize for the inconvenience the customer has
experienced in attempting to claim his rebate. While we have had some delays
regarding rebates the customer should have received this at this time. We will
have a $30 gift card mailed out to the customer Next Day Air to ensure it is received
in a timely fashion. 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: 02/15/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the gift card that the company offered, and I consider this complaint resolved.

Regards,

***** ********
Initial Complaint
Date:02/10/2023
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.
On January 2, 2023 I went to Advance Auto Part store #****, where I purchased an ABS wheel sensor original transaction #****. Unfortunately, the part was not available at store # ****. I was given a receipt & told that I should drive to your hub store #**** to pick up the part as the mechanic was working on my vehicle. I drove 22.6 mile to your hub #****. Upon arriving at the store, I attempted to go to the part pick up area with my receipt. I was rudely instructed by your employee **** that I had to make the line. The store was full of shoppers with two open cashier’s/clerks. I stood in line 1 hour & 45 minutes, when I finally reached the front & spoke to ****, he notified me that while I was in the line my ABS sensor was given to a driver to deliver to store #****. **** immediately attempted to locate the driver who was given my ABS sensor and instructed him to deliver the part to my home store #****. I drove to store #**** to pick up the part on two separate occasions during the day around 5:00 o'clock in the afternoon. When the last driver arrived at this store, I was informed that my part was misplaced and there was nothing they could do. At this point ****** from store #**** advise me that my only option was to return the part misplaced between your stores & order the part via UPS from your ******** ******* office. The lack of communication disorganization and mishap between store #**** & hub #**** is unacceptable and unfair practice for your customers. I was left without a vehicle, & I had to incur extra expenses because I had pay the mechanic to travel to my home the following day to finish the repairs because of your employee lack organization & regard for the customer. I am asking to be compensated for this ordeal and mishap.
Business Response
Date: 02/14/2023
Thank you for providing us with the opportunity to address
the complaint that ******** *****, has filed. It is important for us to hear
from our customers, and we will strive to meet your expectations. Field Leadership has reached out to Ms. ***** and provided a
$50 Gift Card for the inconvenience this 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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Advance Auto Parts is NOT a BBB Accredited Business.