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:08/20/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i brought a car battery that I bought at Advance Auto to the Advance Auto Parts store in *** ***** ** for testing. It tested bad. The store then provided me with a battery that was inferior to the one I had brought in which was at the 2 year point of a 3 year warranty for a free replacement. The store claimed that a battery comparable to the one I brought in "was not available anywhere" so I installed the one they gave me in my car. Once I got home that evening I looked up the battery at the Advance Auto website and found that in fact there were comparable batteries at local stores. The next day I called Advance Auto customer service and they confirmed that there were comparable batteries at the ****** **** store in ******* *** which is very close to *** ****. Customer service directed me to go to the ****** **** store swap the wrong battery with the comparable gel battery I should have gotten to begin with. Once I went to the store they swapped it but charged me for the difference in cost between the battery I was given and the one I should have gotten. I should not have been charged anything for the miscommunication of the *** **** Store. I'm owed $32.47. Thank you.

  Business Response

  Date: 08/22/2022

  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.  I have begun the processing of a check in the amount of $32.47 as a courtesy refund to Mr. *****. I see that he chatted with our automated system on 7/20/22 at 11:00 AM twice and did not request to speak with a live representative. 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: 08/28/2022

  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:08/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of Complaint: Never rec'd my full order but was billed in full.
  Order date: July 19, 2022
  Order # ********* Summary of Unresolved Refund- This is a simple error on the part of Advance Auto Parts online order fulfillment department. I ordered all parts needed to replace my brakes from Advance Auto Parts using their online store ($673.00). When I rec'd the carton there were several parts not in the box. Important note: the box was fully sealed and not damaged in transit. There was simply oversight when packing the order contents by Advance Auto Parts. Net effect: I needed to fix my vehicle brakes by a set date. Upon contacting their customer support I was told they were going to need to pursue the issue with *** who handled the delivery. Obviously I reiterated that pursuing *** was not needed because they had NOTHING to do with the matter. The parcel was delivered on time and in proper condition. None the less, I am still waiting. I've contacted them again (8/5/22) to no avail as their support "AWAITS" a response from ***. In the meantime two things have occurred. I am out the money they have charged me on my credit card, and secondly I drove to their stores in turn to get all the brake parts in order to complete my repair on time. So now I am out more money to buy the items at Advance's local stores as I still wait. *Involving *** in my opinion is just a means of delaying their error perhaps in hope I will just give up and absorb the financial loss. This is 200% a stocking and shipping error by Advance Auto Parts. List of pieces missing from my order: One brake pad (PMD1425H), One brake pad (PMD1099H), Both pad wear sensors (#084-1592) and one pad wear sensor (#084-1598). Reading a prior complaint I see they replied and I quote " Advance wants to provide SUPERIOR customer service." Hmm. Obviously their stores will have record of my repurchase of the missing items. I have been terribly inconvenienced by time loss, fuel, and frustration. Sad experience.

  Business Response

  Date: 08/10/2022

  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 for the issues regarding Mr. ***** online order *********. We have addressed the interaction he had regarding his online order not processing properly and not getting antiquate help when contacting us. We have refunded order ********* for parts PMD1425H, PMD1099H, 084-1598, and 084-1592 quantity of 2. Mr. ***** will receive a refund of $212.09 to his original form of payment.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: 08/11/2022

  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.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:08/07/2022

  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.

  Dear Sir or Madam,
  
  This complaint stems from an earlier one in January of this year. As you can see from my previous complaint, I purchased a battery which was supposed to be installed in my vehicle which was not done. I ended up installing the battery myself and then the store closed and locked before I brought back the bad battery to receive my core charge credit.
  
  I indicated the previous claim as being resolved as the company sent me a $50 gift card for my inconvenience. On Wednesday, August 3rd, I needed some car parts so I decided to use the gift card sent to me. When I came to the register, the gift card didn't work. The cashier ask that I speak to the manager which I did. Apparently, the $50 gift card had not been loaded. I showed the manager the letter I received with the gift card then he called the number for the corporate headquarters.
  
  This was yet another inconvenience as the manager was on the phone with the corporate office for nearly 20 minutes attempting to get this problem resolved. The corporate office said they couldn't fix the issue with the gift card until the next day. The store staff in ********* ** was great to work with and gave me a 10% discount to offset my trouble.
  
  Today is Sunday, August 7 and I have yet to hear back from the corporate office. I am really shocked that the Department of Customer Success would not double check the gift card they sent me to see if it was loaded. I am hoping they will reach out to me and correct the problem.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 08/08/2022

  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.After further investigation we did locate where Mr. ****** contacted one of our agents on August 3, 2022. The agent deactivated the original gift card that was presented to Mr. ****** but did not follow through and complete a new gift card request at this time. We greatly apologize for the error on behalf of our agent. We will be issuing Mr. ****** a new gift of $100 and having it shipped next day air so that he can have it as soon as possible. This is not only to replace the original $50 gift card, but to further apologize for the inconvenience this has caused.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: 08/09/2022

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

• Initial Complaint

  Date:08/04/2022

  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 June 28,2022 I went to the advance auto parts store for wheel rotors for my 2011 jeep grand Cherokee Laredo. I told the clerk what I needed and gave him the information needed to find parts. I paid $263.38 for 2 front rotors. I took the parts to the garage where work was being completed and then informed that they sold me the wrong part. On July 1, 2022 I returned to same store where purchase of the wrong part the store employee sold me to return and hopefully get the right part. Much to my surprise the clerk said that the return was declined and I had to call the number at the bottom of the decline receipt. Totally confused as I have never heard of such a thing especially when the employee looked up the part and sold it to me. I called the number and spoke with a gentleman who's English was very difficult to understand and All I got from him was I'll send you a email and you can't make any returns for 180 Days. Not having enough money to go elsewhere to get the parts I had to have the bad rotors back on. I had no choice but to continue to drive it to only cause additional damage. On July 28,2022 I went back to the store of original purchase and explained situation . He scanned receipt and said just looks like a regular return so I went to vehicle and got the very heavy parts went back in and a different employee waited on me then he said it's declined you gotta call that number. I requested to see manager (***) I asked him about the situation and he said you gotta call the number on receipt. I said I already did that and got nowhere, I said what about customer service here he again said I had to call the number. It was out of his hands so I then said you are the manager right (replied yes) and your telling me you can't do anything then why do you have that title of manager if you can't resolve problems? Your just a regular employee that has no control over any issues but they call you manager. What a joke. I called number again he hung up on me still out money

  Business Response

  Date: 08/05/2022

  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 for Mr. ********** issue regarding returning his Rotors that were incorrect for his vehicle. We have issued a check in the amount of $263.38 to the address on the complaint. Advance Auto Parts has escalated this complaint to the store leadership to address the issue with the second return being approved with a warning and the return still being denied. 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: 08/08/2022

  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,
  
  
  *** **********
  
  
  I appreciate the offer from Advance Auto to refund me for the rotors, however now I have concerns of additional damage because of the actions of Advance Auto preventing a timely repair of said parts. I feel if I accept this offer and there is additional damage that I will not be able to get reimbursed by Advance Auto which I feel they are liable for.
  
  *** **********

  Business Response

  Date: 08/11/2022

  We understand the frustration this has caused Mr. **********,
  in regard to the delay of returning the incorrect rotors. As a courtesy, if Mr.
  ********** does experience further issues to his vehicle due to the wrong parts
  provided, we will be happy to reimburse him for the labor once we receive
  receipts showing the work was completed.    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: 08/11/2022

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

• Initial Complaint

  Date:08/03/2022

  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 have been constantly calling and calling an emailing advance Auto parts they refuse my purchase history from 2018 they created three extra dummy email addresses and I just spoke to someone in ******* named ******* that refused she told me that that's not the department at corporate to help me ...my email address is ******************** three other email addresses were created by advanced ***** * * * * * ***********---******************** ********************** my purchases and warranties go back to 2018 they are refusing refusing refusing my purchase history I was just hung up on twice

  Business Response

  Date: 08/04/2022

  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.On
  Jun 29,22 Ms. **** inquired about issues with her account. Ms.
  **** advised that the wrong address was never done by her as she had the
  same email address for 20 years. She wanted all of her purchase
  histories from the duplicate account put on the correct email address so
  she has all of her purchases. On June 30, 2022, 6:16 AM -We updated the
  customer email ID to ********************. It appears this was an error made by the agent. On July 30, 2022, 3:42 PM We sent an email to Ms. **** (********************* with an apology. Also, Verification that all online order history is under the email address of ********************,
  dating from 2018-present. We advised a total of 22 email confirmations
  resent showing purchase history. Ms. **** requested we go into all four
  email addresses, pull orders, scan them, and send them as one email.
  Then requested we go to all purchases since 2018 and combine them to the
  correct email address. We are unable to scan the orders for the
  request. On July 30, 2022, we emailed the customer advising All of the
  purchases are under one email address, [email protected]. I have screenshots of all orders placed from Dec.7, 2018, through Jan 29, 2022, attached.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: 08/04/2022

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

• Initial Complaint

  Date:08/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchased for the same day delivery. The parts were delivered in the parking lot of a business and not in the house. Someone found it in the parking lot, open the boxes and decided not take, parts were open and all over the place when I found. Try to contact the advanced auto parts to have some kind of reimbursement( about 50%) because now I have a open boxes parts instead new as I bought. Contacted customer service that asked me to bring back the parts. I don't have time to return it, that is why I ordered same day delivery. Customer service was very useless denying any compensation back saying is not they problem because was delivered by **** ****. Seeking at least 50% reimbursement for having open box parts.

  Business Response

  Date: 08/03/2022

  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 apologizes for the damages caused by the ******** delivery and have filed a complaint with ******** to ensure that this does not happen in the future. We have credited Mr. ********** order number ********* and he will receive a credit of $124.93 to the original form of payment. 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: 08/17/2022

  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 have received the refund.
  
  Regards,
  
  ******** **********

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase April 28 ,2022
  Amount paid $ 457.25
  Order ********* items purchased are.
  
  Monroe Part # ****** Monroe Part # ******  That order was not delivered to me, and I already reported so to Advance Auto Parts several times over the last few months with no resolution from their side at all.
  
  What happened did not only delay me from fixing my car for months but also left me with unfair charge on my CC for a purchase I never received.
  
  Thank you
  ******

  Business Response

  Date: 07/18/2022

  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. In accordance with policy a
  *** Claim was started on 5/18/22 and was denied on 5/26/22. We investigated
  this incident and *** provided tracking stating that the item would be held for
  pick up at *** Access Point (Fairview News – **** ****** **** ********** *** *****).  Mr. ***** has
  reached back out to us as of last week and advised that he spoke with ***. They
  advised him that the package is no longer available at that location. We have furthered this investigation
  and found that the package appears to be missing and that is why it never
  arrived back at our warehouse for the customer to be refunded. At this time, we
  have issued a full refund of $457.25 to Mr. *****. This refund
  should appear back on his account in accordance with his financial institutions
  return policies. 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: 07/20/2022

  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:07/12/2022

  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.

  Employee in *** from Advance Auto gave me a intentional BAD BATT report. I say this knowing the battery terminals were loose and I even said so. Your employee wasted my time and gas running to other side of the city to competitor ... to exchange a bad batt. **** tested the batt and it was - good (have PIC.) Then I had the batt tested at ******** - good again (have the PIC.). I can't help but think this is RACISM related, or Laziness of not wanting to go get a wrench.
  
  A I'm sorry is not worth anything

  Business Response

  Date: 07/13/2022

  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 Ms. *** for the poor experience she had with her local store. We take the claims very seriously and wish to look further into the interaction. However, the store location regarding the complaint was not provided. If Ms. *** can provide us with the store location of said incident and a name or description of the employee, she 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

  Business Response

  Date: 07/22/2022

  Advance Auto Parts apologizes to Ms. *** for the poor experience she had with her local store. We have reached out to the store to address the complaint. When testing batteries advance is unable to tamper with or tighten terminals on the battery. Advance Auto Parts wants to offer Ms. *** a $50 check as a sign of good faith to help with the gas she used to visit another auto parts store.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: 07/23/2022

  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,
  
  ***** *** *** The battery was OUT of the CAR. Your employee needed to attach side terminal bolts in order to attach your scan tool. You sell the bolts. You're employee didn't bother to get actual battery bolts but used regular bolts which did not fit. So your employee left the bolts LOOSE. ***