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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

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Advance Auto Parts has 1502 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Answered
      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 front and back brake pads as my breaks were starting to squeak. Made the order online and picked up in store. Upon my brother arriving I was told only my front needed to be replaced. So a couple days later I went into the store that I purchased from to return the rear breaks. I was denied a return due to the product being opened but nowhere on either boz does it state front or rear so clearly we had to open the product to see which is which. I called the 1800 number to try and trouble shoot this problem to no avail I just want my money back for the unused brake pads as I’m currently in the works of selling this car and having Honda brake pads would be pointless

      Business Response

      Date: 04/11/2025

      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. The return policy states that items must be returned in new condition. The store team advised that the brakes were missing pins when Ms. ****** attempted to return them. To see the full return policy please visit ******************************************** Advance Auto Parts cannot accept this return with pieces missing. 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: 04/11/2025

      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.
      as pictured no pins are missing on these brake pads. I have been a loyal customer to this location and business since moving to the area 5 years ago and I will no longer be a customer 
      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.

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Resolved
      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 the battery jump starter on 4/7 charged it overnight and does not work. Store refused to exchange or refund.

      Business Response

      Date: 04/09/2025

      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 apologise for any confusion with this issue. Electrical items are seen as nonreturnable in most cases. However, they are supposed ot be available for exchange if they are defective. We have reached out to our store team and they will be reaching out to the customer to resolve this issue shortly.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: 04/10/2025

      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. The complaint has been resolved, the business has accepted my return and issued a refund. 

      Regards,

      ***** *******

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      0n 09/26/2013 I purchased a radiator from Advance Auto Parts. I got a Ready-Rad Radiator (p/n ******) with a limited lifetime warranty.

      In 2023, after 10 years, the Ready-Rad radiator started leaking. I contacted my local Advance Auto Parts store, and on 09/24/23 they provided me with a Carquest replacement radiator (p/n ******) limited lifetime warranty. The Ready-Rad radiator that I originally had purchased was no longer available from Advance Auto Parts.

      In 2024, after only 9 months, the Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store again, and on 07/16/24 they provided me with a 2nd limited lifetime warranty Carquest replacement radiator (p/n ******).

      In 2025, just 8 months later, the 2nd Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store, and they said that since they had replaced the radiator twice before, and they would no longer replace it. I asked about the lifetime warranty. I told them that auto parts with lifetime warranties are supposed to warranted to the original vehicle owner/part purchaser for a lifetime or until the owner no longer owns the vehicle.

      The Advance Auto Parts customer service representative said they would not replace the radiator and would not refund the $251.99 cost for my current leaking radiator. Apparently, Advance Auto Parts no longer adheres to their own stated “lifetime warranty.” Both defective Carquest radiators leaked at the same spot.

      Being a retired, 30+ years, Automotive Design/Release Engineer, I am sure that these Carquest radiators are not designed and/or manufactured correctly. I would bet that Advance Auto Parts resourced their (p/n ******) radiators to a very low-cost Chinese suppler with no concern about the supplier’s design and manufacturing capabilities.

      I attached copies of all my radiator receipts, and the Advance Auto Parts Limited Warranty Policy.

      Business Response

      Date: 04/07/2025

      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 are sorry to hear that Mr. ****** is having trouble with the radiator. The Limited lifetime warranty is for the life of the part not the vehicle. Attached is a screen shot from the website with this statement highlighted. The average life of a car radiator is 8-10 years. With the original purchase being in 2013 the radiator would have no longer been under warranty when exchanged in 2023 and 2024. Advance Auto Parts can offer a $75 dollar gift card for the inconveniences but will not be able to warranty or refund the radiator. The gift card can be mailed to Mr. ******** home or sent via email. 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:04/06/2025

      Type:Product Issues
      Status:
      Resolved
      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 3/22 I purchased a coolant temperature sensor online for store pickup in ********** ** ***** ********* ***. After researching the repair further I decided to take my vehicle to a professional instead. On 4/6/25 I attempted to return the item to the store. They told me this item was non-returnable per their policy.

      The problem is at no point does the site identify this item as non-returnable. No mention of the exclusion of typical return policies on the product page or checkout. I certainly would not have purchased it if it was reasonably communicated the product would not be allowed for a return.

      Business Response

      Date: 04/07/2025

      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. The item the customer purchased is concidered non-returnable per our return policy that can be found on our website. As a courtesy we have refunded the online order the customer placed.  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: 04/07/2025

      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.While a refund was my goal and what I received, I believe Advanced did not address the underlying issue that caused this disagreement.  Their response was that the item's status was mentioned in their return policy.  While this is true, it is unreasonable to expect a customer to check the return policy for an assumed returnable part (if not used).  Advanced Auto should inform the customer as they browse the product and especially after they add the item to their cart with a clear purchase intent.  Won't be an issue for me -- as I will choose other auto parts stores in the future.

      Regards,

      ***** *******

    • Initial Complaint

      Date:04/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Today, on April 3rd 2025, I went in to use the battery check service to see if my battery levels were low enough for me to buy a new battery. I went in and spoke to the employee at the front desk and he responded “just get a new battery”. I told him I had just purchased this battery a couple years back and wanted to check the lev le on the battery before proceeding.

      He responded “when I have no customers, I will proceed to help you” and retreated back on his phone. He then responded “you can come back in 45 minutes and if there’s no customers, I will assist you”.

      So I had many questions running through my head. Am I not a customer and why am I not being treated like one? Am I just hanging around the store? Does this issue correlate with race because it seems that one race was being assisted more than others (per video evidence).

      As a customer, I never want to be devalued to the point where it causes psychological stress. Where someone tells you “you’re probably not going to buy anything so we’re not offering you any services”.

      It’s truly saddening to see and the psychological stress outweighs any amount of money to be obtained, legally.

      Business Response

      Date: 04/04/2025

      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 does apologize for the inconvenience. That is not what we stand for. Please verify the store location. This will be escalated to the field leadership.  Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond. 

    • Initial Complaint

      Date:03/22/2025

      Type:Product Issues
      Status:
      Answered
      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.
      My husband went advance auto on **** * ***** *** ******** ** ***** and he didn't like the treatment they give him. They act they didn't want help him out. Nobody shouldn't be treated like that. We just brought a battery want keep a charge so he went to there test the battery and they act like they didn't want help him with. We purchase the battery with a warrant. We just went a other battery. They need to training their employee how to treat. customers. We can go to a other store who will help a customer and not getting treat dog. The manager broke hippa violation was complaint tho him and he went out and told my husband. What i said to him should not went out that door to him

      Business Response

      Date: 03/29/2025

      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 are working with the customers local store to find a satisfactory resolution for this customer. We will advise any resolution updates once we have them. 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:03/18/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a battery to be picked up at this store on December 14th, 2024.
      When it was installed in my car, the battery was dead and needed to be jumpstarted. Employees stated it may just need to be charged, so I allowed my car to run for 12+ hours to charge the battery, however it still required jump starting after just a few minutes being turned off.
      I took the vehicle into a dealership on Feburary 21st to see if there was a problem with the alternator and they did not identy any problem with the vehilce other than the battery was not holding a charge. I had to buy a new battery and pay for the cost of the dealership services because the battery I bought from Advance Autoparts was faulty.
      I tried returningthe battery on Feburary 22nd, but Advance had to test it overnight and only teh next day aroun 12:30pm did they confirm it would not hold a charge.
      While they offered to replace the battery, I already had a new one from the dealership and cannot trust that any replacement they offer would work either. The employees stated that the manager is the only one that could offer a refund instead of a replacement and I would have to call back on a weekday. I've tried calling multiple times since then on the 25th, 26th, 28th, March 3rd, 7th, and 14th, but the employeees always claim the manager is not in the store.
      The store did not offer a recipet or any proof that I returned the battery for testing and its been a month since I returned it without any progress and I am worried they will forget or pretend I never brought the battery back.

      Business Response

      Date: 03/18/2025

      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.We have researched the information provided in this complaint. The order information the customer provided is not under his information. The customer who ordered the battery will need to reach out to us to assist with 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.

    • Initial Complaint

      Date:03/12/2025

      Type:Product Issues
      Status:
      Answered
      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 several items through advanced auto at different locations and 90% of them come with warranties. When it comes to warranting the part out it is nearly impossible to get a replacement part. Several times I've been left having to go elsewhere to buy a part when I should just be able to go exchange it. This store has even gone as far as telling me the wrong parts for my vehicle and when the issue is brought to their attention they compensated me a portion of the funds and then told me I was not able to go back to the one store. Again this was at their fault no one else's. But I have several items that are under warranty and I'm wanting them exchange or refunded so I can take my business elsewhere

      Business Response

      Date: 03/13/2025

      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 already spoken with the customer to offer a refund. Moving forward in the future the DM has advised we will not be doing business with the customer. 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: 03/14/2025

      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.A refund for one part was offered, however there are more that are under warranty. Unless the other items that are under warranty are refunded then this"resolution"  isn't acceptable. Due to their employees inability to look up correct parts as well as take time to verify warranties, I the customer am the one suffering and out money. 

      Regards,

      ******** ***********

      Business Response

      Date: 03/17/2025

      Refunds and warranties are handled at the store level. It is at their discretion. Our policy states, "Refunds will only be considered if you bring the defective part to an Advance Auto Parts store along with your original sales receipt within 45 days from the original date of purchase. Refunds will be issued in accordance with our Return Policy." Here are the links to our Return Policy and our Warranty 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:03/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 Alternator that was $349.11(after tax) for a 2015 Kia forte from **** ********* **** *** ** ******** ***** ** ***** Branch offline & it included a warranty on February 6 just for 3days later my car car shuts down do to bad Clutch in Alternator I had 2 different Professional Mechanics tell me the same thing then I finally get Advanced Auto Parts on the phone Just for them to tell me I had to take it out & Physically bring it in because they don’t allow mechanics to bring back parts & I have to show my ID. I finally get time off to pay someone to take it off for me I take it in then they walked to the back then I waited 5minutes they come get me & say see it’s fine it passed so they can’t fulfill the warranty unless it fails in store i called the Mechanic while I was there so he could reiterate what I told them on the phone before coming in all the way to the store he let them know what was going on they said with a rude & bitter tone like we said it passed here so we can’t replace it After it took them 4 business weeks to answer a phone call

      Business Response

      Date: 03/15/2025

      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 the customer has experienced. While it is stated in our warranties that a part must be deemed defective by the store and test accordingly we are happy to try and assist. If the customer has already repurchased with us or else where please have that sent in and we will refund the order purchased with us as part of a Out of Area 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.

      Customer Answer

      Date: 03/16/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Y’all cant say it’s stated in the warranty but telling people there covered just bring it back but when you do that’s when yall let people know if it fails in store your not getting refund. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. As soon as my refund is final.

      Regards,

      ******* ******

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Answered
      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 an alternator from the **** ** ******* **** ** ** ************ ***** and I was sold a faulty part and I purchased this part along with a 90 day guarantee but was told it only covers the part. I have had to come out of pocket about $265 for a replacement part, a diagnostic, a new battery, and labor and I feel as though Advanced Auto should reimburse me for this amount due to the initial part being faulty. Not only have I had unexpected and added expenses due to the faulty part but I have also had to go out of my way and take time to go to other shops for other opinions and for labor and the least they can do is cover the costs I have incurred.

      Business Response

      Date: 03/11/2025

      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. This customer reached out to us on 3/10/25 for reimbursement for the labor costs. We have requested documentation and are currently awaiting the customer to provide this information. Once we have this information we will assist 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.

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