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:12/30/2022

  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.

  Had a battery installed by Advance auto. Payed extra to have corrosion resistance installed. the car started and drove home. The wife used it once and it sat for several days as we used mine. It would not start the next time we tried it and I had to call ****** ***. On arrival the tech ask if I would see what he found before he corrected it. The negative terminal was never tightened. He tightened it and the car cranked for five minutes before starting. he said to leave it run for a short time to charge the battery. after shutting off the car had to be tried twenty times to start. Taken to Nissan and they felt the Module was shorted due to negligent battery installation.Battery installed incorrectly causing a module to short out and costing $2385.00. The negative terminal not being tightened at all caused a module to short out. Letters and bllls stating this attached.

  Business Response

  Date: 01/03/2023

  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 of the troubles the customer had after the battery was installed. This is a team member error claim and is handled from store level. We will be partnering with the store leadership team and one of them will be contacting the customer for resolution. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 01/12/2023

  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.It appears the issue has been resolved 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/24/2022

  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 brought an alternator for a 2003 Honda CR-V on 12/7/2022. The purchase price was $219.99 plus $35.00 for the core, for a total of $268.50 with tax. The price of the core was refunder when I returned the old alternator. I had a garage in ******* ** install the alternator that same day. When I got the vehicle from the garage the mechanic informed me that he could not get the battery not charging light to turn off, but the alternator was charging properly, therefore I could drive the vehicle.
  
  The next day I took the old alternator, the core, to Advance Auto and informed them about the battery not charging light not turning off. The salesperson assured me that I had purchesed the correct alternator for my vehicle, but he could not explain why the battery not charging light would not turn off.
  
  I was giving the options of exchanging the alternator, with no guaranty that the next one would turn the light off, or return the alternator and take a store credit for the value of the alternator. I was, and still am, not happy with either option.
  
  A few days after taken the core back and talking to the people at Advance Auto I took the vehicle to the Honda dealership in ************, **. I explain things to them and ask them if they could get the battery not charging light to turn off. The mechanic/technician at the Honda dealership concluded that the alternator was charging and that the battery was holding a charge, but the computer in the alternator was not commnicating with the computer in the vehicle. The alternator was not compatable with the vehicle.
  
  I do not know how such a thing could happen, but as a consumer I do hope there is a way to prevent it from happening again in the future.

  Business Response

  Date: 12/26/2022

  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. Can you
  please provide the store location where the alternator was purchased? We will look
  into this further. Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 01/01/2023

  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,
  
  ****** *****
  I do not see an offer to resolve the issue, plus the address of the store was included in the original complaints. The store is located at *** * ****** *** ************* *** *****

  Business Response

  Date: 01/09/2023

  Advance Auto Parts, does try to maintain the highest standards
  of compatible parts for all vehicles. We apologize for the inconvenience this
  caused. We are sending a check to the address listed in the complaint in the
  amount of $268.50. Please allow 14 business days 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: 01/16/2023

  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:12/23/2022

  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 participated in the Advance Auto Mobil 1 Summer Gift Card with Purchase Offer - Promotion Period 6/23/2022 - 8/24/2022. I chose Advance Auto specifically because of this Oil Change rebate promotion. I was sent a $15 Advance Auto gift card which I tried to use at a local Advance Auto store in September. I was told by the cashier that the card had not been activated. I've contacted the promotion customer service number ###-###-#### several times and each time I call they admit there was a problem with the batch of gift cards my card was part of and say that I should receive a replacement gift card the following week. It is now late December and I still have not received the replacement gift card. It's clear customer service does not have any intention of making this right and just says this to get me off the phone. It is dishonest for Advance Auto to advertise a rebate and not make good on what they advertise. I am owed a $15 gift card from Advance Auto Parts.
  
  Claim information from my approval email:
  Claim #: ***** Claim Status: Approved
  Promotion Name: Mobil 1™ Summer Gift Card with Purchase Offer
  Promotion Period: 6/23/2022 - 8/24/2022

  Business Response

  Date: 12/23/2022

   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 his poor experience with his mobile 1 $15 rebate. Advance Auto Parts has processed a $40 gift card to fulfill his rebate. Please allow up to two weeks to receive your gift card in the mail.  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: 12/27/2022

  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:12/20/2022

  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.

  12/17/22: Purchased a ******** Headlight 2 pack for $58.29 at Advanced Auto Parts on ***** *** *** *** ** ******** ** ****** See attached file for receipt. Went home and self-installed the lights on my VW Jetta but the lights did not turn on.
  12/19/22: Dropped off my Jetta to ******* Auto Shop thinking that there was an electrical issue with my car.
  12/20/22:
  -I called Advanced Auto Parts Customer Care, spoke with **** *. He told me that I can bring the lights back to the store for an exchange because it comes with a 1-year replacement warranty.
  -I picked up my car from ******* Auto Shop (see attached file for invoice). The mechanic told me that there were no electrical issues found. He said the installed lights were broken. I informed the mechanic that I had just bought those lights brand new 3 days prior. Mechanic said that the lights must have been deficient. Mechanic charged me $80 for services to install new head lights (he used his own parts).
  -I returned to the Advanced Auto Parts store and spoke with ***** general manager. I asked for a replacement per ****. ***** declined to give me a replacement citing that the package was opened. I left the store. I called Customer Care again. Spoke with a lady who said that I should have received a replacement. She put me on hold, called the store, took me off hold, and told me to go back to the store to get the replacement. I went back to the store a second time and asked for a replacement. ***** told me no because I should call ********, the manufacturer for a replacement. ***** told me to leave the store. I left the store.
  
  I don't care how rudely I was treated. I just want just compensation. I shelled out $80 plus taxes on getting headlights fixed, on top of the $58.24 I already spent on the broken lights. And ***** never offered me a replacement. On top of the 24 hours I went without a car while it was at the mechanic.

  Business Response

  Date: 12/21/2022

  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 of not being able to get
  your defective bulbs replaced. We will escalate to the field leadership team
  regarding your in-store experience. As a courtesy, we will be happy to
  reimburse the cost of having the mechanic look at your vehicle. We will send
  this to the address listed in the complaint. Our promise is to provide superior customer service and
  offer high quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 12/21/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I was able to receive a replacement at another Advanced Auto Parts store.
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:12/19/2022

  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 9/23/22 I went to advance auto located **** ********* ****** ********** ** ***** to rent a tool. It was a fan clutch removal tool for $ 73.13. I used my ***** Pay on my phone to make purchase and it does require my fingerprint to authorize and it did . 2 hours or so later when I finished with the tool I returned the tool and cashier ***** *. Who I was told is no longer with the company told me to put my phone up to terminal to authorize card that I used prior to purchase the tool. Now I reached in my pocket for my phone but before I could get my phone out my pocket the register beeped and printed out an receipt. My purchase receipt and refund receipt have two different acct numbers on them. I don't own the refund receipts acct number. I stayed in the store hours with customer service and they said wait 10 days so I did and still no money was refunded to my account. I have called 30+ times for resolution but they are not listening to me about not getting refund they say transaction was completed but they fail to realize that they never sent it to my account it's someone else's account . I don't know what to do but I feel that they have stolen from me because I'm a mechanic and customer sent me the money knowing that they would get money back and I had to come out my earned money to pay customer back just to find out advance not giving my money back. And they told me precedure is money has to go back to the same card this is obviously not the case so why are they allowing someone else to keep my money instead of putting it on my card .they could have reversed transaction but they wouldn't. I'm stuck and lost as far as what to do now .please help me . I will attach receipts. To this day I still have not seen any results at all.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders with this company. Neither of which were processed. They took the money out of my bank account and then denied that the transactions ever occurred.

  Business Response

  Date: 12/09/2022

  Thank you for providing us with the opportunity to address the complaint that **** *****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We apologize for the inconvenience this has caused. We are showing to online orders placed 12/8/2022 for two different stores. This is for the same part a Socket & Bit set. We will cancel both orders for you. The order numbers are: *********-*********. The authorization hold will fall off based on your bank’s time-frame.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:12/08/2022

  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 visited ADVANCE AUTO PARTS ***** ************ ***** *** ****** ** ************* ** ***** at approximately 6:00 pm on 12/8/22 to purchase a quart of oil. I did not know the size of my engine as this type of service is usually handled by my husband. I proceed to tell the cashier I would look. After several minutes of me attempting to discover the engine size he finally came out to assist. I explained to him as part of customer service when someone doesn’t know you should have initially come to assist. This is good customer service. He attempted to go back and forth with me in my attempt to explain to him about servicing customers. He told me get the **** *** the store. I asked for a manager to explain the situation. He stated, “ I am the manager”. I tried to inquire about corporate or the district manager and was escorted out of the store with verbal assault. He followed me and my child out of the store to continue to verbally assault us. While exiting the store he advised that “this is not ****** and **** ***** I’m assuming this means there is no customer service here and If I want to be treated with respect I need to go to ******. As a women I felt assaulted, attacked, verbally abused, humiliated, and disrespected. This was the worst customer service experience of my life. I am appalled that a child had to witness their mother being assaulted by a man. The trauma this does to a child can be irreparable. I was shaken up so bad I could barely drive home. I am traumatized by his behavior. This type of behavior is not ok and especially from a manager. He should not be in a managerial position or in a position to assist customers. I would like to file a formal complaint. Please reach out to me at your convenience. Thank you in advance for your attention in this matter.

  Business Response

  Date: 12/09/2022

  Thank you for providing us with the opportunity to address the complaint that ******** ****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Our District Manager of store ****, has reached out to Ms. ****, regarding her in-store experience. We take the team members’ actions very serious and will be addressed through the field leadership team.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 12/20/2022

  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,
  
  ******** ****

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14, 2022I ******* ** **** purchased a car battery from from Advance Auto Parts Store # ***** at *** ******* ***** *********** ** ****** I did not have my old battery and was charged a core charge and was told it would be returned to me when I returned my old battery, I was charged tax on the new battery and the core when I bought the battery the battery was $209,99 the core was $22.00 and the tax was $23.20. My complaint is they charged tax on the core and when I went back with the old battery they gave me the $22.00 for the core but not the $2,20 tax they charged for the core. When I spoke to the manager he figured it up on his calculator and saw I was not given the money for the tax he said he saw what I was saying but there was nothing he could do about it. The recipt #**************. I'm ****** ** ***** **** ***** **** *********** ** ***** ***********************

  Business Response

  Date: 12/01/2022

  Thank you for providing us with the opportunity to address
  the complaint that ******* ****, has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused. We have
  included a list of states that do return taxes on cores based on the state.
  ******* does not refund tax on core.  Please see attachment. We will as a one-time
  courtesy, send Mr. **** a check to cover his taxes. Please allow 14-21 business
  days for delivery. 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:12/01/2022

  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 ********* ********** had a light come up on my dash broad. The mechanic told me that i need a sencor for one of my tires. SO on 09/19/2022 i went to Advance Auto Parts And purchaced A MX_SENOR I paid 45.99 plus tax came to 49.67.I had my car serviced at ********* Automotive They told me that i bought the wrong senor. So I went back to the store and told them they gave me the wrong senor. They told me that they can not return it. They gave me a phone number to call which i did on 11/16/2022. She said its not returnable. There was no sign any where in the store policy. I would like to have the amount credit to my visa. Thank You. ********* **********

  Business Response

  Date: 12/02/2022

  Thank you for providing us with the opportunity to address the complaint that Ms. ********** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We apologize for the inconveniences this has caused. However, this is an electrical part that is non-returnable. We will be happy to process a refund via check in the amount of $49.67 to the address listed in the complaint. Please be advised this typically takes 14-21 business days to complete. 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: 12/02/2022

  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:11/29/2022

  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.

  Advance Auto Parts (known henceforth as "the company") is ripping customers off. I went to purchase a new transmission drain plug for my 2006 Ford Explorer, but the company feels that it's a good idea in today's economy to discontinue selling individual drain plugs and only sell them in packs of five at a much higher price. This is not a wear part and under normal circumstances should never have to be replaced, therefore no one outside of a mechanic shop should ever need to purchase five.

  Business Response

  Date: 11/30/2022

  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 appreciate the valuable feedback regarding this part. If
  you could please provide us a VIN # of your Ford Explorer including the engine,
  we will be happy to look further into this.  If you have a particular part that you can
  provide, we will be happy 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.