Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

This profile includes complaints for Advance Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

408 total complaints in the last 3 years.
164 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/08/2022
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.
Store would not exchange headlight bulbs that didn’t fit even though an associate told me they were the correct ones.
Business Response
Date: 09/08/2022
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. I apologize for the experience with our ********** ****** **** location. I have reached out to the management team within the store to advise of this concern. I also will be issuing a $63 Gift card to the customer on this complaint in an effort to provide customer satisfaction. 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:09/06/2022
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.
8/29/22 @ 9:49 I purchased two cans of refrigerant for $27.99 each + $10 each core charge total of $82.25 they never told me nothing about it not being able to be returned . The receipt and can says is one year replacement if defective and on the can it says $10 refundable deposit if returned within 90 days they're telling me that I cannot return the product that also means I cannot return the refundable deposit. I did not need nor did I use the refrigerant R-134a and still has a net wt. 12.5 oz 354g
Business Response
Date: 12/08/2023
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 delayed response. We would like to assist you in
the refund of the refrigerant that store **** was unable to accommodate. We
will be happy to submit a check request. Please verify the best mailing
address. This process takes up to 14-21 business days. 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:09/01/2022
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.
On 08/06 /2022 I submitted an order for a item that was delivered on 08/16/2022 order #********* for $62.99 and returned the item on 08/18/2022 . ADVANCE AUTO refunded me $44.14 to my ****** account . The problem is that I used a gift card balance of $2.55 plus my SPEED PERKS coupon for $10. that I did not get back . I don't think I should lose $12.55 in this transaction .This is not the first time ADVANCE AUTO has done this . Looks like ADVANCE AUTO would be aware of this problem and refund all funds to my proper account .
Business Response
Date: 09/02/2022
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 reviewed Mr. ****** case and do see where he was refunded
the $44.14 to his ****** account. In accordance with policy Mr. ****** $2.55
should have automatically been placed on a new gift card and that number
emailed to him once the refund was complete. We apologize that this did not occur
and are happy to make it right. We will be sending Mr. Young a $15 gift card
and will restore his $10 speed perk as well. 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: 09/06/2022
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:09/01/2022
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 ordered oil online through advance auto and got free delivery to my house when I did this they charged my card $42.39 when they delivered the package the invoice taped to the top of the box said sub total $27.39 so I called they told me I would have to call customer service so I called them and spoke to someone they told me they would reimburse my card I used for the difference and said that sometimes the in store price is cheaper there was also a rebate on oil on the top of invoice he told me I could do that online I asked how and he could not figure it out so he said he would just send a gift card via mail I received the gift card and the difference between what they charged me and the invoice was still not put back on my card so I called customer service again and the lady I spoke to argued with me and told me there was nothing they could do to refund the difference and I tried to tell her that’s what the other representative told me he would do that I talked to prior and she just ignored me and asked if there was anything else I needed help with I would like the difference refunded to my bank card
Business Response
Date: 09/02/2022
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 system
has on several occasions doubled the discount on oil! We have processed a
refund of $15 back to Ms. *******s ** ending in ****. Please allow 5-7 business
days for the refund to process. 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: 09/02/2022
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:09/01/2022
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.
Yes I place a online order with advance auto parts on 12/24/2020 for a wearever unloaded vacuum power brake booster Domestic part number#******** with a life time warranty and again life time warranty we'll today 08/31/2022 the black rubber diegram busted and I lost my brakes well now my truck is sitting beside the road because I take it off and take it to the ********* ** advance auto parts to do a warranty rechange and they told me that I would have to do a return money has to go back to the card I used which was a buy now pay later debit card that I have not got anymore so I can't get it changed because of that so I called the 1877 number to advance and they told me it was up to the store to do a warranty rechange or a refund for one it was my money that bought this brake booster and I bought it for with a warranty now it didn't state that if it messes up that I had to go through this if my understanding is if it messed up I could get it exchanged for a new one so it has messed up and am without a ride and a booster advance Auto parts didn't buy it I did therefore what business they got telling me that they can't they can't exchange it that's that's not the warranty deal that's not a deal and lifetime warranty on it if it was defect and it did the rubber piece busted inside of it I think it's wrong and they need to tell people about the warranty when they buy it which I got a lawyer working on some things and I don't think I will be doing business with advance auto parts anymore because if they don't me wrong over this I wouldn't want it again
Business Response
Date: 09/02/2022
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 spoke with Mr. ********* on 8/31/2022 and explained that
we are unable to assist in the warranty exchange as the order was not under his
name. Mr. ********* advised that the card used was an ex- girlfriend, ***** *****, in which he no longer has any contact with Ms. *****. We would need her
permission to allow any returns or exchanges since the order is under her name.
Ms. ***** is the warranty holder and our warranties are non-transferrable. Mr.
********* would have to purchase the part in his name in order to have the
warranty on the part. 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: 09/05/2022
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,

******* *********
Business Response
Date: 09/09/2022
We will need to speak with Ms. ***** by phone for permission to either refund the original method of payment or to process the warranty. We can not accept the screenshot of the SMS on our website. Ms. ***** may call us at ************ with the permissions that are needed to return to the original method of payment or to warranty this part for Mr. *********. As advised when we spoke to Mr. ********* by phone, we will need Ms. *****s permission. Therefore, we are not able to honor the warranty. 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:08/29/2022
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.
Purchased a brand new 220 dollar car battery 8/22/2022. The guy at counter told me if I didn’t have receipt they would t take it back. I saved receipt. I never even took battery out of back seat of my suv to put it in the car it was ti go in. I went to take it back to advanced auto **** *** ** ****** and ** *** ******** with the receipt and battery and they said sales are final. That is not what the guy told me when I blught it. I am. Is out 220 dollars
For a battery I will never use
Business Response
Date: 08/30/2022
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. I apologize for the miscommunication regarding the return
policy on batteries. They are considered an electrical item which is non-returnable.
We will issue a check in the amount $220.31 to the address listed in the
complaint as a one-time courtesy! 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:08/28/2022
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.
Case #********. I bought a wiper blade that did not fit my vehical. When I went to return (with receipt) employee (****) said it was missing parts in the box and he would not return. I told him I bought it this way but I would contact the owner. When leaving the establishment this employee then said in a loud voice that I didn't even buy it from that store. I had my child with me and it was quite embarrassing being called a lier infront of my child when HE WAS ALSO there when I purchased the item. I called corporate, was given a case number and told manager would call. He call the same day I filed complaint, I missed the call, but called him back within a hour and left voice-mail. I have not received any contact since. It has been 7 days. I also made corporate aware of this zero contact and they as well have not gotten back with me.
Business Response
Date: 08/31/2022
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 General Manager **** of store#****, located ** **** ********* ** ********** ** ***** called the customer on August 20, 2022, and left a voicemail requesting a callback for a resolution. The location representative was also contacted and provided customer feedback. The presented blade was a non-Trico blade in Trico packaging and had none of the adapters that would be included in a new Trico rear blade sale. Presented packaging was also glued together. No receipt was presented during the return. After the return was denied, it is alleged that the customer noted that he would bring the blade back to the individual that purchased it and has them handle the return going forwards. We kindly ask the customer to return ****'s call for a resolution on this matter. 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: 09/06/2022
Better Business Bureau:

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 now tried multiple times to return the call and have not gotten anywhere. The business response is littered with false information. I di did have a receipt, (ask them to view security cameras from Aug 20th, I was the original purchaser. That was exactly how I received the item and my son witnessed this.

Regards,

****** ******
Business Response
Date: 09/07/2022
I apologize for the experience with our ********** *****# **** location. I have reached out to the management team within the store to advise of this concern. I also will be issuing a $15.89 reimbursement check along with a $20 Speed Perk Coupon to the customer on this complaint in an effort to provide customer satisfaction.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: 09/13/2022
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:08/26/2022
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.
I bought a used transmission for my jeep through advance auto parts and they got it through *** i began having problems with it from day one I called *** and was told by them that advance auto would have to call them to get the warranty coverd through *** I did that and showed up at my local repair shop to have it fix two Fridays in a row showing up at 8:00 am and not leaving until 3:30 in the afternoon both times each time after leaving *** would call after I had left at 4:00 pm leaving the shop only one hour to do a transmission repair I don't believe the fault falls on *** after speaking to them I was informed it falls on Advanced auto to make a timely call to get repair service for the transmission everytime I have called *** I have had very fast and timely service but every time I call advanced auto I get a list of reasons why they are unable to get the ball rolling on there end I am a single parent and depend on my car I have left my car at the shop for the last week waiting on a call from Advanced to get my repairs done
Business Response
Date: 08/30/2022
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 District Manager ******* over our ************ store has
advised Mr. ***** is coming into the store located at *** * **** *** ************* ** ***** on Friday 9/2/22. Mr. ***** has agreed to sign the release of
liability for the settlement offer, and the store to pay half the bill from the
shop.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: 09/09/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. My complaint has been resolved.
Initial Complaint
Date:08/26/2022
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 car phone holder and it is defective. I went to return it and they said I’m on some 3rd party”s list for making too many returns so I had to wait 180 days. I asked for a list of all my returns and they provided me a list of garbage that I have never bought at that store. I typically buy cleaning material and windshield washer fluid from them. I can’t recall in 4 years of living in wildwood a single return I’ve ever made. I will say the transaction was $18.48 and they have permanently lost a customer from ever doing business with them again!
Business Response
Date: 08/29/2022
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. Since
*** is used by multiple companies, you are not strictly being flagged due to
returns at our stores. *** looks at the customer's profile based on numerous
retailers. The system does give warnings. When you reach a certain point, the
system will print a slip for the team member to provide to the customer. Again,
this is a company that is used by multiple companies, so it is possible you
were given this slip or were not given this slip by another company. We use *** for all returns, including new/unopened items and items returned within 45
days. I
located a few returns made within our store located at **** * ****** **** *** ******* ** *****. As you can see from the attachments provided. However, I was
unable to locate the proof of purchase for the car phone holder. After reviewing the proof of purchase, I am
happy to assist with a courtesy refund in the form of a 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.
Initial Complaint
Date:08/24/2022
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.
Hours of operation online don’t match the time store closed. I went in an bought a battery at 6:35pm. Employee informed me that battery might be wrong size to come back and exchange. Got home, took the battery out and found out it was indeed the wrong size. When i went back to the store, the employees were so quick to have the place locked up, they acknowledged us by waving us off. All i needed was an exchange and now I’m inconvenienced into not having a working vehicle until the exchange. Poor customer service to just want to be quick to shut the doors, lock up and start their closing duties.
Business Response
Date: 08/24/2022
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 poor experience he had with his
local store. We wish to look further into the interaction and address the situation.
However, the store location regarding the complaint was not provided. If Mr. ********* can provide us with the
store location of said incident and a name or description of the employee, he
had the interaction with, Advance Auto Parts wishes to investigate the matter
and rectify the situation.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: 08/26/2022
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.
Advance Auto Parts**** * ********* **** ********** ********* *****************
Business Response
Date: 08/31/2022
Advance Auto Parts apologizes to Mr. ********* for the poor
experience he had with his local store. We have escalated the interaction with store
management, so this does not happen in the future. Advance Auto Parts is
extending a $75 gift card to Mr. ********* for the experience regarding store
on **** * ********* **** *** ******** ****** *** *****.Our promise is to provide superior customer service and
offer high quality products when you need them. Thank you for allowing us to
respond.

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Advance Auto Parts is NOT a BBB Accredited Business.