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

408 total complaints in the last 3 years.
163 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:10/24/2022
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.
On 09/27/2022 I purchased a thermostat for a 2001 Toyota Tacoma just as a recommendation from my fixd obd2 app for because it said it was running to cold. So I purchased it for $16.79. And after driving it noticed my truck was operating hotter than normal. I tried keeping a eye on it with my OBD2 gauge. But at some point it got hot enough that it cracked the plastic tank in my radiator. As a result I went to a advance auto parts and purchased a product called rapid fix for $22.29 this product actually worked really well. It sealed the crack. But then with it sealed back up. The new thermostat was still faulty which built up pressure again. And blew another hole in my radiator. At this point I removed the new thermostat and put my old one back in. Now no pressure building up. But I still have a large hole in my radiator. I just ordered a new one waiting for it to be shipped costing $140.39 so a total of $179.47 and all the trouble and time to figure out what was going on and how to correct it. I would like to at least receive my funds back for a problem that happened because of a brand new but still faulty product.on the radiator purchase I had to use PayPal pay in 4 after spending more funds than I could afford on the thermostat and repairs. But it will all still be taken from my account.
Business Response
Date: 10/26/2022
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. Advance Auto Parts apologizes to Mr. ******* for the issues he has had regarding his thermostat purchase through us. We have attempted to locate an online order using the email and phone number provided by Mr. ******* regarding the new radiator he stated he purchased and have been unable. If he can provide us with an online order number Advance Auto Parts wishes 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.
Customer Answer
Date: 11/11/2022
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.

See attached screen shots.

Regards,

****** *******
Business Response
Date: 11/14/2022
Advance Auto Parts has received screenshots of the website and the purchase of the thermostat, but we have not received the purchase of the new radiator. As a sign of good faith Advance Auto Parts has issued Mr. ******* a $50 gift card.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Initial Complaint
Date:10/18/2022
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 spark plugs and coils from this location because my Dad said he'd help with my car. I was taking care of the errand so it would be easier for him to help me. When I purchased the coils I was told not to open them if I don't need them or I won't be able to bring them back. Because of this I dutifully kept them unopened in the bag . When I went to return them a few days later I was told I'm not allowed to return them! I was shocked! And so upset. If I'm not allowed to return them why was I told that I could and advised to keep them in new condition? When I pushed this I was told that it's their policy because it's an electrical item. I'm being honest when I say I had no idea this would qualify as an electrical item. It's not indicated on the box or the receipt. I was never told that it was electrical. How on earth am I supposed to be aware of this classification and what it does and does not apply to? And why would I expect that I couldn't return it when I was told that I could? I'm also pretty upset about the way I was treated. The manager was being cruel. Losing the money for these items is a big loss it's about $250 dollars. I don't have a job. I can't afford to lose money to a store that isn't keeping their word and treating their customers fairly.
Business Response
Date: 10/20/2022
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. I apologize for the experience with the return process. I have reached out to the management team within the store to advise of this concern. The district manager attempted to call the customer twice today to let her know she can come back in for the return to be completed and discuss it 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:10/11/2022
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.
On Wednesday, October 5, 2022, my car battery died while in the garage of my home. After getting the car jump started, I proceeded to Advance Auto Parts on ***** ** ** ********** to purchase a new battery. I purchased a Die Hard Gold battery in the amount of $218.57 including sales tax. During the transaction, I inquired about installation and was assured that it was included as part of the purchase. After completing the transaction, **** *. proceeded to install the battery which was done fairly quickly. Satisfied with the ease of the transaction and installation, I proceeded to tip him $5.00.
The next day, I drove the car to work about 20 miles from home without any issues. However, on the way home, while riding in the middle lane of ******* ** **** ** ******** right before the ***** *** junction the car completely died. I wasn't even able to put on my hazards. I exited the car and managed to cross to the side of the highway. I dialed 911 and requested assistance; called my brother who was able to make it to the scene before emergency assistance; then called advance auto and explained what happened. The person who answered the phone responded, "I don't know what to tell you." There was no offer of a simple apology, no sympathy.
The car was towed to ***** ** ******* where a mechanic discovered that the positive battery cable was loose. A simple act of negligence nearly costs me my life.
Business Response
Date: 10/13/2022
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 greatly apologize for the experience the customer has had with one of our stores. Per her requested we have reached out to the field leadership and requested they contact the customer. General Manager **** attempted to call the customer and was unable to reach her. The general manager advised he left a message and that he would call the customer back again tomorrow. 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: 10/14/2022
I have reviewed the response made by the business in reference to complaint ID ********. Additionally, I spoke with General Manager **** and am satisfied with his apology on behalf of the store employee and the store. I consider this complaint resolved.

Regards,
**** *****
Initial Complaint
Date:10/04/2022
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.
I had an oil change performed at Advance Auto Parts under the impression they do oil changes then immediately after my car shut down in the middle of the road on my way home and it turns out he did an improper oil change where all of the oil leaked out of my car when I was driving then blew my engine out so currently my car isn't functioning. The employee's name is ******* ******* and the manager working at the time was ***** *****. This event occured at 3:30pm on Sat October 1, 2022.
Business Response
Date: 10/06/2022
District Manager **** ******* **** made contact with ***** this morning. He explained the procedure for us to help her after apologizing for the mistake made by our team member.***** was told to obtain two estimates from two separate garages/dealerships stating what the oil did to her car and what will be needed to be done to fix it and get her on the road again. She will provide those to our General Manager ******* in Store **** at her earliest convenience and then we will make arrangements to reimburse her the expense to repair the car.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:09/28/2022
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 drove from ******* to Advance in *********** ******* to pick up a battery I ordered. I was 3 minutes late but I called upon arrival. When I got there the door was locked and they would not give me my already paid for battery. I told them I came from ******* and the manager rest assured me to call today and it would be transfered to my store in **. I was just informed that I could not transfer it and I have to pick it up. I think I was lied to to shut me up and to make me go on my way.
Business Response
Date: 09/29/2022
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 apologize for the experience with purchasing the battery and have reached out to the management team within the store to advise of this concern. We do not have drivers to transport an in-store pick-up order from one state to another. I do not see any record of Ms. ****** reaching out to customer support at ************ for assistance on this matter. I would be happy to cancel the current order and issue a $30 coupon that she can use in her local store to purchase a 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.
Customer Answer
Date: 10/02/2022
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.
I only live 30 minutes from the Advanced Auto Store. Right over the line. I will pick it up Oct 2, 2022.

Regards,

****** ******
Business Response
Date: 10/06/2022
After two days of the battery not being picked up as Ms. ******* stated it would be, I scheduled Online Order Number ********* to be delivered to Ms. ******* residence in an effort to prevent order cancelation. The Power Sports Battery 12V Battery Delivery was Completed on 10/4 at 5:01 PM EDT. The Delivery Location of *** ***** ***** *** ******* ** ****** 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: 10/06/2022
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:09/28/2022
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.
So i purchase a set of light bulbs on the 10/14/21 witch i have the receipt where it says there that they come with a warranty of 12 months. I went to the store ( on the 9/24/22)to replace them and they said i had to call a number witch i did(***********)witch thay said i only had warranty for 45 days. I explain them that i got the receipt witch it says 1 yr.and still they said that i didnt have the wty.where i had to give them a transaction id. The person that respond name ***** was really rude. I also ask her if i could talk with her supervisor or someone above her. And she said that she was the only one i could talk too.
Business Response
Date: 10/03/2022
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 policy does advise that this product only
has a 45-day return policy. The twelve-month extension warranty is through the
manufacture of the product and not directly through our stores. However, we are
happy to assist as a curtesy. In regard to the agent the customer spoke, it
appears the customer was directed to call “retail equation” which is a third-party
company that handles return denials for our stores. We apologize for the agent’s
behavior and the way the customer was treated, but we have confirmed this was not
an Advance Auto Parts agent. If Mr. **** will please send us in his proof of purchase, we will be happy to assist him 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: 10/04/2022
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.

Attached receipts.

Regards,

***** ****

Business Response
Date: 10/05/2022
We have received the customers proof of purchase and are happy to issue a check to the customer to cover the return in question. We do see where Mr. **** has both accepted and rejected our original offer to do this. If this is an acceptable resolution, please let us know and we will have the check issued as soon as possible. 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: 10/07/2022
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:09/24/2022
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.
Bought and received a battery on 6/20/2022

Had it installed

Now it is failing and is now costing me $315 at the Nissan dealership to be fixed

AAP will not refund me unless they receive the defective battery back. But cannot lift it and dealership has already trashed it

*********
Business Response
Date: 09/26/2022
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. Advance Auto Parts policy does
state that our stores must have the defective product in hand before refunds
are issued to our customers. However, we are happy to work with the customer to
resolve this issue as best we can. If Ms. ******** can please provide her
receipt from the dealership and battery purchase receipt, we will be happy to
issue the refund 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.
Customer Answer
Date: 09/26/2022
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 will send over to the receipt from the dealership once I pick my vehicle up on Wednesday.

Regards,

**** ********
Customer Answer
Date: 09/28/2022
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:09/14/2022
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 bought Car battery on 9/13/22. I didn't used it because I was told another store that was half the price, so I went on 9/14/22 to return it. They did test and told me the battery was good, but they couldn't accept it because it was used. It wasn't. I have the receipt and the receipt from the other store with the one I used.
Business Response
Date: 09/14/2022
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 would like to assist Mr. ******* with the refund of the
battery as a one-time courtesy. All batteries are considered electrical items
that are non-refundable. The store is following policy. If Mr. ******* can
provide a copy of his receipt, we will be happy to assist him. 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: 09/16/2022
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,
***** **** *******
Customer Answer
Date: 10/11/2022
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.

I have not received the refund.

Regards,

***** **** *******
Business Response
Date: 10/12/2022
Advance Auto Parts would like to assist Mr. ******* with the refund of the battery as a one-time courtesy. As stated prior we would need Mr. ******* to provide a copy of his receipt so we can assist with the refund. This can be through providing an order number, copy of the confirmation email, or a picture of his instore receipt. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Business Response
Date: 10/13/2022
Thank
you for providing a copy of your receipt. Advance Auto Parts has issued a check
to Mr. ******* for $137.48 for the refund of his battery. Please allow 7-10 business
days for this check to arrive to you. 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:09/12/2022
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.
Oct of 2020 we purchased a battery from Advance Auto Parts online and we picked up the part at the ********** ** store. Fast forward 22 months later the battery went bad and when contacted the store there was no trace of the purchase so the proceeded to go to my online account to look up the purchase and there was no order history. The strange thing was I had just made a purchase two days before for brake pads and there was to proof of purchase of that transaction. So with no proof of purchase at the store as well online the company and stores get out of replacing or warranting defective parts. I have purchased thousands of dollars over the years from Advance in store as well as online and this is the biggest scam I. Have ever encountered with a major retailer. The local manager was telling me over the phone the reason they have no record of the purchases was because federal laws and that’s why there is no record on their end. I asked them why is there no order history on my online account and he stated federal law. I was like the why can I go onto any other online retailer I do business with and pull up every purchase I have made? He had no answer for that and as well I worked in retail management for 5 years dealing with in store as well as online and we had hundreds of stores across the country and I could pull up any invoice from any store or online for my customers so I called him out on the federal law excuse. Further looking online others have been done the same way by Advance Auto Parts and I feel not only do they deserve a bad rating they should by law be made to correct this issue going into the future. With technology today there is no excuse for this to happen and a major parts company should be on top of the online industry. They can send emails and make offers encouraging customers to order online then there should be no reason they can’t fix the problem. I’m also very sure they are aware of this by the complaints online I’ve read.
Business Response
Date: 09/13/2022
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 researched Mr. *****s purchase history and were only
able to locate a battery purchase from 2018. If this was the purchase in question
that was exchanged in 2020 then this battery would have no further warranty available.
However, due to the circumstances of this case we are happy to issue the customer
a $150 gift card since we were unable to locate any other proof of purchase. 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: 09/15/2022
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:09/10/2022
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 Die Hard, 3 year warranted battery for my wife's vehicle (2017 Ford Explorer) in July 2020. My wife's vehicle began in June 2022 having various battery messages. During a scheduled oil change, we asked that the mechanic do a check on both the battery and charging system. The technician/mechanic reported (in writing) that the vehicle's charging system was in good order, but that the battery would only hold an 11 volt charge, thus the messages we had been seeing. The Die Hard battery was guaranteed for 3 years (automatic replacement if it failed). My wife took her vehicle to the Advance Auto Parts store in *****, ******** on 10 September 2022 and they refused to replace the battery.. The individual involved stated that it was Advance's policy not to replace the battery. A certified letter will follow this complaint to Advance's Corporate Management.
Business Response
Date: 09/14/2022
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 General Manager of store **** has reached out multiple
times to assist Mr. ******** in the warranty of the battery. They have been
unsuccessful in reaching him. The General Manager has left his contact
information for Mr. ******** to contact him. 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: 09/26/2022
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.
The store manager has called us twice, once on 12 September and once on 13 September 2022. On both occasions, we attempted to return the call and got busy signals on all attempts. We have since sent a certified letter to Advance to which we have gotten no answer and as explained in that letter, if they have not responded, we intend to file a complaint with the ******** Attorney General’s office.The battery in question was a 36 month (we have the original receipt and it was indicated on that receipt) battery that was a straight replacement item (nothing pro-rated). My wife went to the store and they told her no replacement and they were very short about it. If that’s the way Advance wants to go, then we will pursue them through whatever means we have available. To resolve this complaint, all they have to do is replace the battery.******* *. ********
Business Response
Date: 09/29/2022
The Field Leadership team has tried to contact the customer
on multiple occasions with no success. We have also emailed the customer to
advise Mr. ********, he can bring his battery into store **** in ***** and
speak with General Manager ***, who will assist in the warranty 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.

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Advance Auto Parts is NOT a BBB Accredited Business.