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:02/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 1,2023 I received the shipment for a rear passenger side mirror for a 1996 pontiac convertible which cost 45.96 which included shipment. The box was ripped in places but more important the packing slip inside was for brake pads but the box contained the wrong product and wrong packing slip. I had to pay 16.03 to UPS to return it. Doesn’t anyone check the box before it leaves. The order # is *********. My complaint is why do I have to pay shipping when clearly your shipping department made the error. I have now spent $61.58 for nothing. I just want your policy changed , I already ordered the correct part from another company.

  Business Response

  Date: 02/06/2023

  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
  does have the option to return online orders to a local store should you no
  longer need the part or if there was an error such as this. If you can provide
  the receipt for the return shipment Advance Auto Parts can send a check for
  that payment to your home address provided in the complaint. Advance Auto Parts
  will also refund order ********* that was shipped incorrectly. 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:02/03/2023

  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.

  ***** ******* *** ******** ** *****
  
  01/21/2023; 4:41pm - 5:25pm
  
  Team member: ***** ** ***** * was rude and unprofessional! She never greeted me or asked for my rewards as I came up to the counter; She didn’t ask if I wanted a complimentary installation until I asked her myself. She then said in a dismissive manner “Okay, hold up”. She never communicated to me how long I would wait; I ended up waiting over 20 mins for her to get ready to install my battery! After installing it, she left my old battery on the ground! I had to run back to her as she was going back into the store—just to have her blame me for not informing her that I wanted to return it. She is supposed to ask me that herself! Her narcissistic conduct showed me that she didn’t want to be there! Disgraceful!

  Business Response

  Date: 02/03/2023

  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 Mr. ******* experience with one of our
  store locations. We have reached out to our field leaders to directly address this
  incident. They have responded to us and advised they attempted to contact Mr.
  ******* and have left a voicemail as of 2/3/32. If for any reason, he has not received
  a call please let us know so that we can further escalate this issue. Our promise is to provide superior customer service and
  offer high quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 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.
  
  **** and your other customer service operators refused to answer my follow-up questions about my points being transferred from my old account to this one!
  
  Regards,
  
  ********* *******

  Business Response

  Date: 03/06/2023

  This rejections appears to be a completely separate issue from the original BBB complaint. However, we are happy to assist. It appears after review of the customers cases that our agents did add 479 points to adjust his account. At this time the customer has two $5, one $10 and a $20 speed perk coupon available for use. 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:01/28/2023

  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.

  We purchased a Diehard Gold battery on 11/4/2021 for $154.64 with the promise of a three year warranty. When our battery died on 01/28/2023, we planned to get a new battery under warranty as guaranteed upon purchase. However, we received no proof of purchase upon payment—no receipt, paperwork, or confirmation email. We were told we would be able to look up the proof of receipt using our name and phone number. We have now spent two hours working with customer service, and they cannot find any record of our purchase, despite our evidence (a credit card statement that includes the company name, address, and total cost) of our purchase. Now, Advance Auto Parts claims they cannot replace our battery. We are very frustrated—we only purchased through AAP for the warranty, and now we feel scammed. Without resolution, we will under no circumstance do business with AAP again, and we will be sure to share our experience on every review site.

  Business Response

  Date: 01/30/2023

  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.Field leadership has reached out to the customer and has advised of the battery process and how they can assist them moving forward, should they have any further issues with the battery. The store has also been educated about placing purchase information under customer’s name and not a commercial account to prevent any issues with warranties moving forward. We are including the purchase information should this need to be warrantied at all during the time-frame of which the warranty is still valid on 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:01/23/2023

  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.

  September 18, 2022
  Order value $ 295.55
  Order # *********  The order never received at my address , a phone call reporting the matter to Advance Auto parts reporting what happened what was made back on September but there was no follow ups as promised from their Customer service.
  
  Thank You
  *****

  Business Response

  Date: 01/23/2023

  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. We have investigated this incident and have not found any documentation
  or cases showing a previous call from Mr. ******. Normally, we would require a
  UPS claim be completed for any order over $100 as that is policy before we can
  assist. At this time, too much time has passed since the package was delivered
  and so a claim can not be done for this order. However, as a curtesy we will
  assist the customer with a full refund for the order. Moving forward we will
  need supporting documentation and the appropriate claims filled to 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: 01/28/2023

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

• Initial Complaint

  Date:01/20/2023

  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.

  Purchased 01-12-23 for $32.46 Advanced Auto Parts will not refund

  Business Response

  Date: 01/24/2023

  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. Advance Auto Parts
  return policy stats that if an item is opened it cannot be returned but would
  be eligible for warranty an exchange if defective. Advance can offer a onetime
  courtesy refund via a check for the $32.46 paid for the pliers mailed to the address
  provided. Please allow 14-21 business days for this to arrive. 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: 01/24/2023

  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:01/20/2023

  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 1/17/23 I bought a car windshield wiper blades. I did not used because my wife
  wanted the ones from the dealer.
  On 1/18 / 23 I tried to return it for my refund. The manager refused to give me my money back. I had a terrible shop experience. I need my money back$50.60. I want my neighbors not to shop at this horrible place

  Business Response

  Date: 01/23/2023

  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.
  
   
  
  We apologize for the inconvenience this has caused. The
  stores will typically not refund wipers, if the package is opened. We will send
  a check to the address listed in the complaint in the amount of $50.60. Please
  allow 14 business days to receive the 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: 01/24/2023

  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:01/18/2023

  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.

  I am the owner of ********* Automotive in ********* ********. $338.71 worth of parts on invoice, **** ********** were fraudulently bought from your store and charged to my account on Oct, 20 2022. This purchase was made in the ********** ********, on the other side of the city. I do not do business with this store and have never even been in the building. The store has not shown me proof of signature or camera footage of me making this purchase or nor would to be able to to. I request these charges be removed my account immediately. I have reached out to the store in November and reached out to local ******** store and then talked to your corporate office where I was accused of buying these items 40 miles away with no proof of signature or me ever being there.

  Business Response

  Date: 01/19/2023

  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.Advance Auto Parts has partnered with the Commercial Credit team. The account has been cleared due to fraud. Our credit department has advised this was cleared from ********* Automotive's account due to fraud. Please let us know if further assistance is needed.  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: 02/01/2023

  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:01/17/2023

  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.

  I purchased lights for my car 10-28-22. Paid approx. $60. Was told I would receive $20 gift card rebate in 6-8 wks. Has been 80 days. Have made numerous calls. Am told EVERY time that card will be mailed later in week. Am getting the run-around.

  Business Response

  Date: 01/19/2023

  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 greatly apologize for the issue Mr. ******* has experienced
  while trying to claim his rebate. We will be happy to assist him with this
  issue. We will send a $40 gift card to the customer next day air to cover his
  rebate and for the inconvenience. 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: 01/26/2023

  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 received the gift card. 
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/17/2023

  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 went on the advanced auto website entered my vehicle and ordered brake pads that were an exact fit to my car, paid for the parts and picked them up in store later that day. 2 day later when I drove my car to work on it near my job I took apart the rear brakes to change them and of course they weren't even close to the right part not a chance they fit my car. I'm bow stranded and need to get replacement pads again as the ones I replaced were not reusable. I then have to miss a half day of work so I can walk to a parts store and purchase the correct pads which even lovely autozone was capable of doing on their 1st try. As I walk to and from autozone I'm on my phone with advanced and at first they blame me for getting wrong part I say I used your site they say I didn't and then verify that I did their fix is to tell me to Find an advanced and return the parts for an exchange. I argue that this isn't an issue I should have to fix. I'm now out an additional 150 for pads and I had to pay to have someone finish the work so I could at least go back to work. I go back to advanced after work to make an exchange for the correct front brakes that were also wrong and I am then informed that they can't do exchanges on online paid orders and that I can have a refund in 2 week and just pay again for the pads. So I was lied to by 2 customer service reps if they can be called that to return and exchange for the parts which can't be done. Only offer made to me to remedy this situation was a 20 dollar coupon which would show up in my account in a few days. Really 20 dollars! For the store that can't get an order correct and double charges the customer to fix it! NOT ACCEPTABLE

  Business Response

  Date: 01/17/2023

  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 greatly apologize for the inconvenience the customer has
  experienced while attempting to place an order through our system. After
  reviewing the cases related to this, we do see that the customer was recently
  refunded for the order. Unfortunately, we cannot expedite the refund as it is
  in accordance with the financial institution and not something we can control.
  However, we would like to assist the customer with a replacement order at no
  charge for the correct front pads if he has not yet obtained those. If Mr. *****
  could please provide us with his vehicle information, we will be more than
  happy to assist him with this. If he has repurchased these already and would
  like to provide a repurchase receipt we will be happy to send a reimbursement
  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: 01/18/2023

  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.The info requested for my front brakes is 2008 cadillac DTS base model 
  Regards,
  
  ***** * *****

• Initial Complaint

  Date:01/13/2023

  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 opened a claim #******** in August18 2022 for a gear set that failed for my 02 Chevy Silverado an the claim has still not been completed January10th 2023 I’ve been told excuse after excuse from from both advanced an the manufacturer you want the details you can go in your computer an read it because I’m done explaining my self over an over again to everyone I finally got the claim accepted but not for the amount that the failed part caused 2k I needed a entire new rear differential case because the other one completely exploded an messed up everything they offered 500$ and the refund of the part 260$ well it’s been another 2 months no check apparently they have sent it out 3 times now an they only ship them Tuesday an Thursday I ask for the tracking number they said they will email me it an they don’t ever send it I’m done dealing with these people they are all very friendly but idk what the deal is why this claim take so long even the workers said it’s taken a while so why had no one really actually tried to do something not to mention how much of a difficulty it has been for me to fix extra parts that broke because of the faulty part. I had to use money I did not have to fix this mess. An really affected my life an on a totally different note I have a advanced right in front of my house an I go to it because it’s close we’ll all the workers are always assholes that dont want to help an. They never help customers with anything I always end up helping them lol they have a crazy no return policy even if it’s not opened or they sold you the wrong part it’s crazy an sad because I won’t be going there anymore I just can’t stand people who are always mad an upset who don’t want to help not to mention there prices for anything is crazy

  Business Response

  Date: 01/16/2023

  Thank you for providing us with the opportunity to address
  the complaint that **** *********, has filed. It is important for us to hear
  from our customers, and we will strive to meet your expectations. We apologize for the delay in receiving the check request.
  We have reached out to our Damage Claims Department and they have requested a
  new check be sent to you. Once this is received from our Accounting Department,
  it will ship Next Day Air via tracking # ******************.   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: 01/16/2023

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