Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

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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.
165 complaints closed in the last 12 months.

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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:11/28/2022
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.
The employee that I dealt with was on his phone cussing to someone while he's checking me out totally on professional will never return to it Advanced Auto Parts again
Business Response
Date: 11/29/2022
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 are sorry for the bad in-store experience you had! Please
provide us with the store location, so we can escalate this to the field leadership. 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:11/23/2022
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.
Purchased an Autocraft platinum battery for my 2016 Hyundai Sonata on 3/24/2020. Battery died on 11/21/22, brought the battery to Advance Auto Parts and was told the battery needed to be charged then tested. Battery was attempted to be charged and the battery did fail the test. The battery was supposed to be replaced under their 3 year warranty program. The store went to process the warranty claim and Advance Auto Parts third party administrator denied the warranty claim with no reason. Asked to speak to a supervisor at their office and they stated they do not have a supervisor at all. The woman told me to wait until Dec 3rd and try again to get the battery warrantied out. That is not an acceptable answer when the battery is under warranty and should be replaced on the spot when I provided the requested documentation. A battery is needed to start a car and to tell a customer to wait until Dec 3rd and try again does not honor their warranty.
Business Response
Date: 11/26/2022
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. The Retail Equation is our third-party provider that assists
in monitoring returns for several major retailers. The attempted exchange was
stopped in the system by *** and our stores are advised not to overturn a *** denial
without approval to do so. We do apologize for any inconvenience this has
caused. We are happy to assist this customer with his exchange or a refund if
the correct item has already been purchased. We will need the receipt for the
original purchase for any new purchase if one was made. We look forward to
assisting this customer 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: 11/26/2022
I do not who they are referring to as Mr. *****, but that is not who I am. While the store exchanged the battery after I couldn’t get any resolve from their lousy theirs party company. Even after asking to speak to a supervisor from their vendor ***. That being said, if they would like to process a return in the amount of the original purchase for the first battery since they obviously do not stand behind their products being sold at their stores. They use a vendor that has lackluster customer service at best, suggesting a customer to wait two plus weeks for a exchange on an obviously defective battery is not a reasonable warranty let alone what a customer pays for. Or the other option in my eyes is to process the exchange on the battery in their system and be held to the expectation that their “*******” will last at the very least three years according to their warranty description. There should also be some level of compensation for the time wasted for their warranty company wasting my time and efforts in trying to even speak to someone of authority of ***.

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,

***** *******
Business Response
Date: 11/28/2022
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. The Retail Equation is our third-party provider that assists in monitoring returns for several major retailers. The attempted warranty was stopped in the system by *** and our stores are advised not to overturn a *** denial without approval to do so. We do apologize for any inconvenience this has caused. We are happy to assist this customer with his warranty or a refund if the correct item has already been purchased. We will need the receipt for the original purchase for any new purchase if one was made. We look forward to assisting this customer 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: 11/28/2022
I accept their resolution, the Advance Auto Parts store in ******* ******* replaced the battery after *** would not handle the issue even after being called. The store manager gave me a new battery to replace the one that was defective, since this is a new battery I want it to be noted that the battery was replaced and the new warranty is reflected in the system. Also, *** should have better customer service in regard to situations like this. It is not acceptable for *** to deny warranty claims and then tell customers to wait 2+ weeks before possibly being able to get a product warrantied. If there is any confusion, they can contact me directly in this matter

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:11/22/2022
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.
I purchased a battery charger on Saturday 11/19/2022. I never used the charger nor took it out of the box. I went to return it today 11/22 and I shared I did not have my receipt. However I paid with my debit card and had the transaction available on my bank mobile site to show them. They are refusing to refund my purchase
Business Response
Date: 11/23/2022
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. **** regarding his issues returning the battery charger. Electrical items are non-refundable. Advance Auto Parts has a record of a complaint made to us on 11/23/2022 regarding this issue. Today 11/23/2022 we received confirmation from our District Manager ******* that he has advised the store team to refund the item for you. The record for those conversations is ********. If you still need further assistance Advance Auto Parts would love to look further into this. 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:11/21/2022
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.
I purchased two Trico Onyx wiper blades on 11/21/22 at store ***** at **** **** **** **** ******* ** *****. I attempted to exchange the 18” wiper blade for a 19” one that same evening at 6:42 pm and was denied the return even though the 18” blade purchased earlier that day was brand new in the package. The manager **** refused to assist. I proceeded to call the customer service 800 number and they were closed for the night so utilized the text support. They stated to call the 800 customer service number on the receipt that is for a third party company The Retail Equation. I refused as they are not the company I made the initial purchase with.
Business Response
Date: 11/26/2022
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. The Retail Equation is our third-party provider that assists
in monitoring returns for several major retailers. The attempted exchange was
stopped in the system by TRE and our stores are advised not to overturn a TRE denial
without approval to do so. We do apologize for any inconvenience this has
caused. We are happy to assist this customer with his exchange or a refund if
the correct item has already been purchased. We will need the receipt for the
original purchase for any new purchase if one was made. We look forward to
assisting this customer 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.
Initial Complaint
Date:11/17/2022
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.
Purchased a battery in2021. This battery is still within the 2-year exchange period. Turns over the engine very slow in cold weather. Asked the store to test the battery. They did last night. The sales rep said the battery tested good. I asked for how it tested, and she said it was a 575-amp battery and checked 467 amps (actual) and the tested showed good. That is almost 20 percent lower that the battery is rated. I asked how the battery could check almost 20% lower that rated and be good and she said she didn't know. She said the tester had to say it was bad before it could be exchanged. I left and went up the road a bit to one of your competitors to get the battery checked was told the battery tested bad and needed to be replaced. The sales rep said it most likely would not start on a cold morning with such low amps. Please respond if you will warranty this battery or not. I need to get another from somewhere else one before I get stranded. Done business most of my adult life at Advanced. No problems before this. I'm very disappointed in this situation. Let me know the answer. If the answer is a battery under warranty can check almost 20% under the listed amps and you believe it is good, I will do business elsewhere.
Business Response
Date: 11/18/2022
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. It is
company policy that a product must test defective before it qualifies to be exchanged
under warranty. However, if the product was testing defective elsewhere, we are
happy to try and work with the customer. If the customer would like to send us
his original and repurchase receipts, we will be happy to refund the original
purchase via check to warranty out the battery in question. 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:11/05/2022
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.
Poor customer service. Purchased a light bulb. Brought it back hours later because my care was not compatible with the LED light. I had the receipt and was told I could not return the light due to company policy. If this is company policy this should be posted or told to the customer. I returned the same product at a different auto store with their receipt without a problem. I could understand if I did not have a receipt but I did. Poor customer services.
Business Response
Date: 11/06/2022
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 do apologize for the inconvenience this has caused. Light
bulbs are considered an electrical item which is non-returnable item. We will
be happy to reimburse Ms. ****** for the purchase, if she can provide a copy of
the receipt. We will send a check 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.
Initial Complaint
Date:10/28/2022
Type:Service or Repair 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.
Our VW was taken for new battery on 10/18. Technician installed battery backwards and charged battery wrong. Cable was fried.
Car was towed to VW Service Dept. next day. Manager at Advance said they would cover costs.
VW is waiting to hear. Repair cost so far is $1400. My husband went to Advance Auto and spoke with Manager on 10/28. He said he called Ins.Co.and there was no answer.
We have been without our car over a week.
We need this resolved. Whrn I work, my husband has no way to get anywhere if there should be an emergency.
Mr.******* told ******* at VW and my husband that they would pay for the repair.
Business Response
Date: 11/03/2022
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. The District Manager is working with the customer and the
Volkswagen Shop on getting the estimate for the vehicle. The estimate/work is expected
to be completed 11/3/2022. The District Manager and General Manager will assist
with payment for the services, once the estimate or work 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: 11/07/2022
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. Here it is: Our car has been in the shop for almost 3 weeks now. We spoke with the Manager at Advance Auto last Mon. He said he couldn't reach VW, but left a msg. He said he made a mistake thinking he had to contact the Insurance Company. If the estimate remained at $1400, there would not be a problem. Anything over would have to be approved. The " Body Housing Compartment" came in Thurs. VW was going to work on it Friday. They were not sure what extent of damage they would find. Also, when the battery was installed wrong and the fuse " fried", my husband had to pay $250 for a new battery. Due to the mess up of the Advance Auto Parts employee, I do not feel that cost should be on my husband. We have never heard from the District Manager. A claims adjuster was assigned and I don't know what happened about that. We really need this resolved so we can get our car fixed.. and returned to us. This has caused my husband, who has medical problems and me to be under a lot of stress .Thank you.
Business Response
Date: 11/09/2022
Mr. **** ******* was paid $1400 cash on Monday 11/7/2022 to
pay for the damages incurred during the installation. District Manager has authorized the release of
the funds to the customer since the work has been performed by the Volkswagen
Dealership. 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: 11/11/2022
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. Advance Auto responded that my husband was given $1400 on Monday, Nov.7th to pay for repairs. That did not happen on that date.We went to Advance Auto on Tuesday, Nov.8th to get the money as the Manager did not agree to it being pd over the phone. We had to go to VW and get the bill, take it to Advance Auto and wait over 30 minutes to get the money.We then had to take it to VW, have the money(cash) counted and then get our car.I still don't think my husband should have pd for a battery after the first one was installed improperly. Since the car is finally fixed ( after almost 3 weeks) and the repair was pd.for...that is satisfactory.
Regards,

***** *******
Initial Complaint
Date:10/28/2022
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 ordered a couple parts online earlier today.Got an email about 30 minutes later saying order was ready. Went to pick up order about 2 hrs after email saying it was ready. No on there to wait on us. I saw part of my order on a shelf with a receipt attached and "need to order" written on it. One guy was outside helping someone. The commercial guy was in back but started helping someone who came in after we did. He answered the phone and told them to hold. Never went back to answer it. After almost 30 minutes we left. It was apparent no one was going to help us. When I got home I called back and was put on hold for a while. Someone finally answered it. I asked about my gaskets that weren't there. He said he had to order them and I shouldn't have gotten an email. Usually I'll get a call when a part isn't available but not today. I wasted a trip all the way there and 30 minutes of standing around hoping someone would help us. Not I have to make another trip tomorrow. This place is always horribly understaffed and needs to get some reliable help. Or maybe just shut it down.
Business Response
Date: 11/01/2022
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. The
General Manager, Mr. ****** has located the part for the customer. For the
inconvenience, we are sending a $50 gift card to the address listed in the
complaint. 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: 11/03/2022
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:10/26/2022
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.
July 16 2022 my son purchased a new battery for my car from Advance Auto, east **** *****.
Mid Oct 2022 I had to call *** back to back on days to start the dead battery a few times.
It was precarious to attempt to drive anywhere. knowing I'd be stranded and *** offers limited emergency service.
On the last day of my 90-day battery warranty, again I called *** to charge my battery to get to Advance Auto.
My receipt showed approx $127.84. paid on July 16, 2022. Advance Auto claimed the battery was bought July 16. 2022, 2 days out of warranty, i.e. would give $0 credit toward the new battery I purchased on Oct 18, 2022 for approximately $240. (3 month total battery cost is now $367)
I called ************ and was given the case #******** (corporate #) to request the warranty be applied.
Oct 19, 2022 *****, Florida District manager called and stated "Advance Auto DID give a $20 credit." I elaborated that $20 credit would be given ANYWHERE a battery is turned in and the warranty was not being honored. In essence, Advance Auto products were costing $360 in a 90 day period. That's unreasonable and unfair.
I asked Wendy ID#**** to consult her supervisor. Their policy is to get back to the customer in 24-48 hours.
It's more than one week since that call was promised and no return call has been received.
Given the fact that I had to use *** no less than 3 times, and the difficulty to as much as get the car to Advance Auto with a defective battery, the warranty /refund should be applied.
Business Response
Date: 10/28/2022
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.Advance
Auto Parts apologizes to Mrs. ******** regarding the issue she had with her original
battery purchased. Advance Auto Parts has issued Ms. ******** a check for $130
as a courtesy to assist with the cost of the repurchase. 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: 10/31/2022
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.Thank you, Sincerely,

Regards,

******** ********
Initial Complaint
Date:10/25/2022
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.
September 30th 2022 I had purchased a part through the advanced auto parts app. I then returned the part as soon as it arrived in the mail. Once I took it to the store at **** **** *** ** ****** ** ****** They weren’t able to return them at first due to them not being shown in the system first. The GM didn’t want to call customer service to let them know he has the merchandise. He wanted me to come back at another time or call myself. I called and they said I’d receive my refund in 7-10
Business days. It’s been weeks now and I haven’t received my refund. I’ve been calling customer service to have them call the store as instructed to do so and the GM is either not in, or he was at the hospital. It’s constantly been the run around to get my money back. I called customer service just now and now they want me to go back to the store to get the return receipt that I don’t have any longer because customer service assured me the first time that it would be taken care of. I’m extremely frustrated by this whole long drawn out process to get my money back. I will no longer shop do any business of any kind with this company. Reference numbers for the orders are ********* and *********.
Business Response
Date: 10/28/2022
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. We have investigated the customers' orders and have attached documentation to this response to show our findings. The order number listed as ********* did not originally show as returned in our system. We were able to mark it as returned manually and the customer will see his refund in 3-5 business days. The second order charge in question (*********) was voided in our ****** system on 9/28/22 and should have been returned accordingly to the customers ****** account at that time. We are happy to assist the customer further if he does not see his refund in the above listed 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.

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Advance Auto Parts is NOT a BBB Accredited Business.