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:04/29/2025

  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.

  The part that I bought from them brand new was not any good. And it was a very difficult part to install, So the second time I installed I bought a better-quality part from another parts store. And thought I would just get my money back for the part I bought off them.

  Business Response

  Date: 05/05/2025

  Thank you for providing us with the opportunity to address the complaint that **** ******, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.   Our field leadership has spoken with Mr. ******. He has been offered a full refund on 05/03/2025.  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: 05/13/2025

  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:04/28/2025

  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.

  A few weeks ago on February 13 I made a purchase from Advance Auto Parts in the amount of $143. When making that purchase I used a partial amount of "perks" I had earned from purchased made. The perks available were $60 but they would only let me use $20. In the past I have used whatever perks were available. A short time later I attempted to make another purchase and was told the $40 of perks had expired several days before. I spent good money to obtain these purchases over time and feel like they are mine to use without any control of how. Now I lose it all. Why did not they let me know when making the first order that the perks were about to expire. In the past they never had a date as I usually spend $400 to $500 a year. When speaking with so called customer service, I was told that even though it was just a couple of weeks, they could not reissue the perks and were fairly belligerent about it. I only ask for that as it had been a short time since expiration and this service had been done before. Something I recall was about contacting them within 30 days last time. Adjustments can be made if it "true" customer service. In closing, if I can't get my $40 reissued, I will definitely use ******** in the future where there is no expiration date. Thank you

  Business Response

  Date: 04/29/2025

  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 any inconvenience or misunderstanding. We do offer "one time courtesy" resissue of expired coupons. However, company policy is that this is only to be done once per customer. These are coupons that are issued and have always had expiration dates. We can not assist this customer as this has been done previously. 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: 04/29/2025

  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,
  
  ***** Shelton
  
  After dealing with Advance for many years I will refrain from doing business with them in the future.  I have spent thousands and past coupons did not expire due to monies spent over $500.  In reflection, I think I am just a few dollars from that amount in the last 6 months.If other similar businesses such as ******** offering the same products and no expiration, I choose to go that route.  Interestingly, I have bought stock in both companies over the past couple of years and fortunately made money but Advance will not get it anymore.  And what is sad, they don't care.  I question why ******** can operate with no expiration and Advance can't.  I guess it is because they feel if one spends the money with them they deserve it.Period

• Initial Complaint

  Date:04/23/2025

  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 Monday, 14 April 2025 I took my truck to Advance auto parts and bought a new battery. Tuesday morning, 15 April 2025 I started having trouble with my GPS and radio. I took my truck to the Chevrolet dealership in ********** ** the following Thursday, 17 April 2025.
  The dealership told me that the electrical board that is positioned on top of the positive battery terminal wes not installed properly. I had voltage surges going to the electrical board. ********** Chevrolet dealership reprogrammed my truck after reinstalling the board. Advance Auto parts paid for that service but 2 days later Saturday 19 April 2025 I started having trouble again with my GPS and radio.
  I took my truck back to ********** Chevrolet dealership on Tuesday 22 April 2025 and told the dealership that it was doing the same thing. The dealership said that there is no update for the interface that controls the radio and GPS and that it would have to be replaced. My truck did not have any problems with the GPS and radio before I bought a new battery. My truck is a 2017 Chevrolet Crew cab 4x4. I would greatly appreciate any help. The dealership said that it would cost $786.00 to replace the interface.

  Business Response

  Date: 04/24/2025

  Thank you for providing us with the opportunity to address
  the complaint that ****** *****, has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We are sorry to hear about the issues you are having with
  your vehicle. Please provide us the store location so we can contact them
  regarding this team member's error in the battery installation. 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: 04/30/2025

  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,
  
  ****** *****
  The battery was bought under my wife's name. She was there with me at the moment when I bought the battery. My phone is *************. Hers is ************** Thanks

  Business Response

  Date: 05/02/2025

  The field leadership team from store **** has reached out to
  Mr. ***** to see how they can assist with this team member error. They have currently
  filed a claim to have this resolved. 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:04/18/2025

  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 placed an order for same day delivery (ordered prior to 7pm per company website for same day delivery and paid extra for that service). Not only did I not receive the order on the same day, I never received the order at all! I called the store and they were of no help so I am turning to you. Now I have to go into the store and spend more money to make my purchase. I am a senior citizen on a fixed income and must watch my pennies. Please help me and thank you for reading.

  Business Response

  Date: 04/19/2025

  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 have located the customer's order and have cancelled the order in our system. Any authorization holds the customer may see will come off the account within 24-48 hours.  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: 04/19/2025

  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 for your assistance in this matter. I am grateful!
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/18/2025

  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 these batteries in good faith on 12/17/2024. The store closing was a management decision. (Nothing to do with me). I was a loyal customer for over 10 years ) The manager of the store (friend) clearly told me the batteries were under warranty for one year. The enclosed receipt "clearly" shows the batteries were warranteed until 12/17/2025. I called customer service , took it up to a supervisor and was told , "too bad, we closed that store" all sales final. Wrong, I asked the manager and the receipt clearly states. I am asking for a full refund or a store credit I can use for an online purchase. That is fair !

  Business Response

  Date: 04/18/2025

  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 understands the frustration with our
  customers of the stores that have closed in their areas. All sales from closing
  stores, have printed at the top of all receipts, “All Sales Final”. The
  batteries were sold at a discounted rate.  Advance Auto Parts could not remove the
  warranty information off the receipts, as these items are still full price on
  our website and other stores that are still open. All items sold at our closing
  stores do not have warranties with them. We have this printed on our website as
  well. We have included this link: ********************************************************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:04/16/2025

  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.

  2/23/25 purchased battery from Advance Auto. It did not fit in my car. I told them put my old battery back in the car. It took 1/2 hr to get it out and 1/2 hr to put it back in. They had to call 2 off-duty managers to come to work to figure out why the car would not start. I was at Advance for 4 hours and then had to have the car towed to a repair shop. The shop informed me my cables to the battery had been damaged. I had to replace the cables, bought the battery, pay for labor, and pay for Uber to work since car was overnight at shop. The manager at Advance told me to wait six weeks before a check could be sent to me. ******, the manager, had no issue with the refund of $297.00 that I was asking for in reimbursement. At 6 weeks, which was 4/4/25 I called the manager, and she told me the home office was still working on it. I called again on 4/15 and was told the same thing. It does not take 7 weeks to cut a check. I have attached receipts for the tow, Uber and car repair shop.

  Business Response

  Date: 04/17/2025

  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. Local field leadership has contacted Ms. ****** regarding the
  issue with the battery install. We have submitted a check request to reimburse
  Ms. ****** for her trouble. The agreed amount is for $297.00. This check will
  be sent to store 1995 once processed for Ms. ****** to pick up.  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: 04/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Advance Auto contacted me and they informed me I would be notified when a check would be available.  I picked up the check on April 24.  Thank you for your assistance with my issue.  It has been resolved and I am satisfied. 

• Initial Complaint

  Date:04/15/2025

  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.

  Date: 03/26/2025
  I visited Advance Auto to have my alternator and starter tested.The employee who went to do the testing didn't seem to know exactly what he was doing.He said he didn't need my keys but then came back and said oh wait I do need them.He revved my engine really hard and for a good bit of time.Another employee remarked that it didn't sound right, that it sounded like too much.Then, smoke was pouring out of my muffler.A mechanic from the attached ****** had come out to check all the noise and seemed to gesture at him to stop what he was doing.He was yelling "That's the heads!"The employee came back in the store and I asked him what did he do?He gave me the keys and said he didn't do anything. The other employee began shouting at me that he's not a mechanic.That I need to take it to one and just kept arguing they did nothing wrong.I went out to check my car, it wouldn't start at all.All the coolant had drained out.They were watching me from in the store, which was confirmed by the GM, *******, who called me after I complained to the corp office.Because he asked me why I added coolant and why I had it with me at all.He asked why I didn't go in the store or ****** for help and I said they were clearly watching me, employees were also coming in and out but none asked if I needed help, etc, so why would I seek help from people who couldn't be bothered to offer it after seeing for that I needed help?I was stranded in their lot for hours.******* said that they would take care of it.He spoke with my mechanic and never called me back.My mechanic said that he didn't want to honor his word. I've called and asked for his supervisor twice now and haven't heard from him yet I was told by a rep that they sought an update from ******* and he replied that he was waiting for an email from my mechanic.I spoke with my mechanic about this and he said that no that wasn't correct.No email had been requested nor was even an email address given by ******* for communication.

  Business Response

  Date: 04/15/2025

  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 for the issue that happened at our Store #****. We have escalated this to the field team of that store location, and Ms. ******* should be contacted within 24-48 business hours regarding this complaint. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 04/21/2025

  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.
  It’s been well over 24-48 hours and I have not been contacted in anyway by any representative of the company.
  
  Regards,
  
  ********* *******

  Business Response

  Date: 04/23/2025

  Advance Auto Parts is very sorry that Ms. ******* was not contacted as advised. We show that this has been turned over to ********, our third-party claims administrator, to investigate, as the team followed SOP for our battery test, and per the mechanic next door, that would not cause the engine to blow. 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: 04/30/2025

  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 been contacted by someone from ********. The situation is ongoing.
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:04/14/2025

  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.

  Bought a set of rotors from them and decided I didn’t need them but the problem is I lost my receipt and can’t remember the phone number I used for the purchase. They refuse to return them unless I remember the phone number. Literally just wanted to return them for in store credit to buy something else.

  Business Response

  Date: 04/16/2025

  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 apologizes for the inconvenience. The purchase was unable to be located with the information provided. Please provide the store information, the date of purchase, any phone numbers the purchase could have been made under, and the part number(s). This will be looked into further. Please keep in mind that refunds are handled at a store level. Our policy does state, "Returns and exchanges may be limited at any time for any reason." Here is a link to our return policy.
  *******************************************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: 04/17/2025

  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 was in ************ **** ** ********* **** and I don’t remember the date for them I went to the store but they can’t find it under my old or new number. 
  Regards,
  
  ***** ******

  Business Response

  Date: 04/22/2025

  Advance apologizes for the inconvenience. The purchase was unable to be located with the information provided. Unfortunately, since we can not locate the proof of purchase, we can not override the store's decision to deny the return. Here is the link to our return policy.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: 04/28/2025

  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.
  ************ is my old number, which I used for everything, so I highly doubt it would be under ************, but you can try. This all could have been avoided by just taking my items back. I wouldn’t have to waste my time on something so simple.  

  Business Response

  Date: 04/28/2025

  Advance apologizes for the inconvenience. The purchase was unable to be located with the information provided. The purchase was looked up using both phone numbers, the customer's name, and the email address linked to the BBB. Unfortunately, since we can not locate the proof of purchase, we can not override the store's decision to deny the return. Here is the link to our return policy.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:04/13/2025

  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 was on the phone with the gentleman to make sure i ordered the part right we'll of course the gentleman screwed up and sold wrong part then I had to reorder another part they had one sent from another store and it was broke they had to get another one and it was also broke they refunded the money for the pat and i had to order another part from **** **** this company coast me 200 dollars my mechanic charged me ever time he took off the part and I think that that was ridiculous I was on the phone for 25 mints with the man helping me order the right part come to find out ot was the wrong part then they sold use 2 broke parts that was ridiculous that's 200 I didn't have i am disabled 2 parts to be broke that's not right I have been taken advantage of from advance auto 1 part broke but 2 and was on the phone with them man who helped me order and he ordered the wrong part that 200 that I dodnt have my mechanic ***** **** and advance has the prof part was ordered 3/28/25 and taken back 3 times

  Business Response

  Date: 04/14/2025

  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. If this customer is seeking labor reimbursement we will need the following information.  • Original install bill ( Company Letter head from the Mechanic) Cannot be handwritten.    • Proof of Purchase for the replacement part or proof of the exchange.    • Repair bill or estimate of repair, it not already fixed. 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:04/13/2025

  Type:Facilities 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 completed an online transaction with a gift card amount of $400. Once II completed an online transaction with a gift card no amount of $400. Once I try to complete the transactions, the funds were removed from my gift card but I am being told that the transaction did not process. I have paid a mechanic to come out and service my vehicle as well as making the necessary provisions to make sure I’m able to get the kids to school and work through the duration of the week. I spoke with a supervisor by the name of ***, but she refused to give me a last name, to help get understanding as to why I was not able to process my transaction nor get my refund on the gift card the same day. This has been a very very huge inconvenience. I have spent over $1000 on today and I am not able to get my parts because of a systematic error on advance auto parts end. I do not have $400 to spend again because of a systematic error. The reps that I spoke with seem very unconcerned and did not make any effort to provide any assistance on getting this situation figured out. I am very displeased with this and this has put me in a very bad situation due to a systematic error on your end.

  Business Response

  Date: 04/14/2025

  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 any inconvenience we were experiencing technical difficulties at the time this order was attempted. We have returned the funds to the GC ending in ****.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: 04/14/2025

  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 no longer have the need for a GC from advance. I had to pay out of pocket for the transaction. I would like a cash refund as I had to spend cash for the purchase on yesterday. This was extremely frustrating and disappointing. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 04/16/2025

   The online order does provide front and rear on the part discerption as well as the Advance Auto Parts website. Order number ********* part ******* for the rear brake pads has been processed for a refund as an onetime courtesy. In the future Advance Auto Parts will follow the return policy and not be able to process a refund if the parts are opened.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.