Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

410 total complaints in the last 3 years.
165 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:03/07/2025
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.
To whom it may concern I’m writing in reference to order number ********* that I placed several days ago on an advanced autoparts.com for two cans of chem dip 0996BRY.

I paid for two cans, but only received one. I have waited several days now to see if the second can would show up and it was not. I confirmed that I was charged for two cans and when I placed the order, it said that it would be here by Monday and it’s now Friday and I don’t have the second can which I need to cans this would’ve been faster if I had just gone into my local advance auto parts.

Because of this delay, I have had to tell my customer that their carb rebuild is going to take longer and he is not happy thus I am not happy. I attempted to contact via email Advanced a few times and neither the store can help me and no one from the website has contacted me. I should have bought these through ******, but I was foolishly trying to save a few bucks and now it has cost me way more than I have saved.
Business Response
Date: 03/07/2025
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.Advance Auto Parts apologizes that Mr. ******** did not receive all of the parts on the order. I do see that only one of the items was shipped on the order. I have issued a refund for the item that was not received. Please allow 3-5 business days for the refund to reflect back to the original method of payment used when the order was 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: 03/10/2025
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this is a good start except the only can I did receive (and I needed two) was dented. Dented so bad that neither the carburetor nor the basket properly fit inside the can. I attempted several times to upload photos of the dented can but they exceed the size limit of BBBs attachment restrictions. Not sure why they were just two pictures I took with an iPhone. If someone from advanced auto parts wants me to email them a picture they can email me and I will reply.

Regards,

***** ********
Business Response
Date: 03/14/2025
This damage was not reported in the original complaint to us. This order has now been refunded in full. Please allow 3-5 business days to receive the refund. 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 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:03/03/2025
Type:Delivery 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 ordered a car battery on advance auto parts website February 18th and it hasn't arrived yet.. the tracking claims delivered though. We filed the claim with *** and was denied even though their proof of delivery shows nothing but the step on my porch . Advanve refuses to replace or refund my order. This needs resolved and my money refunded.
Business Response
Date: 03/03/2025
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 apologizes for the issue with Order #*********. After further research, this order is not in ********* name. We would need to have the person listed on the order reach out to us.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: 03/05/2025
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.

Order was purchased under my information phone number address email and everything. It somehow got out into her name after we used her ZIP app account. She talked to you guys yesterday and yall flat out told her you won't refund or replace the battery. You keep arguing it's ***** responsibility to refund the battery. You refuse to do anything to fix this issue. You have a the worst customer service iv experienced and up until now ******* was the worst but you take the cake.
Regards,

******* *******
Business Response
Date: 03/12/2025
After further research on Order #********* which is not in Mr. ********* name, we can advise that the *** claim for the missing item was approved and this order was refunded on 03/06/2025 back to the original method of payment used when the order was placed. They would need to check their account for the refund which typically takes 3-5 business days to appear depending on the financial institution. 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:03/01/2025
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.
On 2/27/25 I entered the Advanced Auto Parts #**** at approximately 7:20PM on ***** ****** ** to get a new battery for my car. The big sign out front said "Free Battery Installation" which was a very important selling point. I was sold a battery, and the two guys there were very helpful and tried to install the battery. Unfortunately despite their best efforts they were not able to remove the old one and so I agreed to just go to a shop and pay a shop to replace it. The next morning, I did that and was told the battery they sold me did not fit in the car, and so I had to purchase a battery that fit the car. That evening, February 28, I returned to the same store and was greeted by a lady that refused to refund my money, was rude and attempted to keep my receipt even though she was unwilling to do anything with it. I took it back from her since she already made it clear that Advanced Auto was essentially stealing $275.59. Because I took MY receipt out of her hand, she told me I snatched it and to get out of her store. I left the battery on the counter and complied but am VERY disappointed that I have had $275.59 stolen from me, AND was insulted by your team member. I did want to say that I was complimentary that though they didn't really know how to get the battery changed, the guys on the 27th were very helpful and did what they could.
Business Response
Date: 03/02/2025
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 arranged for the customer to go back to the store for a refund on 3/4/2025. The General Manager will assist this customer with the refund 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: 03/05/2025
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:02/27/2025
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.
On July 10, 2025, we authorized * * * **** ****** in Stuart to purchase a remanned engine for our 2015 GMC. The engine was to be under a 100,000 miles or 3-yrs warranty. * * * in turn had Advance Auto order the engine through Factory Engine Ex. When the engine was delivered on Aug. 8th we wrote a check to * * * **** ****** for $5,470.20. He gave us a written receipt that had 100,000 miles or 3yrs warranty written on it. We were told that the "company" did not give a written warranty. (I believe that Advance Auto was negligent in not informing us of this before making the purchase.) We also paid * * * $1,620 for installing the engine on Aug 12. We took the auto back to the garage after 500 miles for the oil change. After driving the auto less than 800 miles, we noticed that it did not seem to run smoothly. We immediately contacted the garage and drove it there. The mechanic said it might be flooding, drive it home (6 mi) and bring it back Monday for him to check it. We drove home, but no more, and took it back Mon. He called to say that there was a problem with the engine and that he thought the warranty would cover replacement & labor. This was Nov. 23. The company claims to have proof that we let the engine heat causing the warranty to be void. We absolutely did nothing that could have possibly caused the engine to heat. We acted in good faith and trusted the garage and Advance Auto to resolve this problem for us. Neither has done so. As I said before, we were given no formal warranty after paying for this engine, but we trusted that there was a full warranty because that was what we were promised. We have had several discussions with Advance Auto asking them to help us receive proper compensation.
Business Response
Date: 02/28/2025
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 has partnered with the Vendor and the Pro shop for a resolution on this issue. All three
parties have agreed to share part of the resolution for the customer. The
vendor, Factory Engine Exchange, will discount a replacement engine to Advance
Auto Parts. Advance Auto Parts will provide the engine to *** **** ****** along with new spark plugs, oil and antifreeze to complete this job. *** **** ****** will install the engine at no cost to the ******’s. 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: 02/28/2025
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 has partnered with the Vendor and the Pro shop for a resolution on this issue. All three
parties have agreed to share part of the resolution for the customer. The
vendor, Factory Engine Exchange, will discount a replacement engine to Advance
Auto Parts. Advance Auto Parts will provide the engine to *** **** ****** along with new spark plugs, oil and antifreeze to complete this job. *** **** ****** will install the engine at no cost to the ******’s. 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: 02/28/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******
Customer Answer
Date: 02/28/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******
Initial Complaint
Date:02/25/2025
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.
Got a battery 12/21/2021.. had some issues with it in 2024 but when I would take it to the ********* store they would say it’s fine. Come February 2025 and constant jumps again I took it to the store in **** **** where they told me the battery is in fact bad but now just out of warranty. They had me call customer support and they said it was okay for me to still get it under warranty but the people there could not figure out how to put it in the system so after me standing there for a hour and the GM not being there they told me I would just have to go ahead and buy one instead since they couldn’t figure it out. Ended up going and buying a new one at **** **** since my car would not turn back on without a jump.
Business Response
Date: 02/26/2025
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 battery issue. With the battery being out of warranty we would not be able to refund the purchase, however, we are happy to issue Ms. ****** a $75.00 Gift Card for the inconvenience.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: 02/26/2025
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 seems like I was conned. Had battery issues while it was still under warranty and then store would claim the battery was fine even though it would die multiple times and I had to keep my inside lights off at all times because they would drain the battery fast. Then shortly after the warranty ends and I have the issues again I suddenly have a bad battery and need to buy a new one. I have already purchased a new battery and a gift card would do me no good as there’s nothing I’ll be purchasing.

Regards,

******* ******
Business Response
Date: 03/05/2025
As a one-time courtesy, Advance Auto Parts is willing to send a check for $75.00 instead of the Gift Card. We would need a good mailing address, as one was not provided when the complaint was submitted.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 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.My address is *** ********** **** ****** ********** ** *****

Regards,

******* ******
Initial Complaint
Date:02/24/2025
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 bought a remanufactured Alternator at Advance Auto store in ****** **. had it installed by a certified mechanic. October 9 2024. My truck burnt with fire starting under the hood with the remains of the remanufactured alternator laying on the floor under my truck on 10/11/2024 I only had liability insurance on my 2007 avalanche pickup.
Business Response
Date: 02/26/2025
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 Mr. ***** provided. Advance Auto Parts will
submit a check request for $194.81 as the amount the customer requested is the
amount with a core charge that he has already been refunded for on 10/07/2024. 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:02/20/2025
Type:Sales and Advertising 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 WENT TO THE STORE LOCATION ON **** * ******* **** **** ******* **** ** ***** 11:30 AM 2/20/2025 I WAS ADVISED BY THE EMPOLYEE AT THAT LOCATION THAT THE CITY OF ******* **** DOES NOT ALLOW FOR BATTERY INSTALLATION WITH BATTERIES THIS IS ON THE WEBSITE (SEE ATTACHED PHOTO) IT SAYS AT THIS LOCATION BATTERY INSTALLATION IS OFFERED SO EITHER EMPLOYEE WAS UNTRAINED NOT FIT TO DO THEIR JOB OR BEING LAZY THE STORE IS NOT EQUIPPED OR STAFFED ENOUGH FOR THE SERVICE THATS OFFERED OR AND THE WEBSITE IS GIVING FALSE ADVERTISEMENT NOT SURE HOW A MUNICIPAL CITY CAN PRVENT A AUTO PARTS STORE FROM DOING A BATTERY INSTALLATION SO IN RESULT I HAD TO SPEND MORE MONEY UBERING TO GET A BATTERY ELSEWHERE WHEN YOUR BUSINESS IS FALSE ADVERSTISING ON YOUR WEBSITE WHEN MY VEHICLE WAS AT THE STORE ALSO RESULTING IN THE STORE MISSING A POSSIBLE SALE
Business Response
Date: 02/21/2025
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. General Manager ***** reached out to explain the reason the
store is unable to install batteries is due to a city ordinance in ******* ****. The customer was advised that store **** can install the customer's
battery. We do 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.
Initial Complaint
Date:02/20/2025
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.
Advanced Auto Parts store # ***** ****** ** - Original purchase 1/19/24 trn# **** total with tax $277.11 DieHard Battery Platm AGM E 11920918 ($254.99) 36 month free replacement 0 Mo. Prorated 2014 Honda Civic - Defective Exchange on 2/17/25 TRN# **** BTRY-PLATM AGM E11920918 ($254.99) 23 month free replacement 0 Mo. Prorated
After having to have my car jumped started twice within a week and the AAA tech test the battery on the second visit on 2/16/25 (Sunday) it was determined that the problem was with the battery not holding a charge - because we were to have below zero weather the next several days I decided to take my car to the Honda Dealership on Monday 2/17/25 to have them double check my electrical system - they said that they would check the battery first - I was advised that problem was not with my car but the battery as it had failed charge acceptance battery was rated 410 CCA but only measured 303 CCA advised to have the battery replaced since it was under warranty I needed to take it back to Advance Auto Parts
Went to AAP after back and forth the did replace battery next morning battery was dead called AAP they refused to do anything said they would not replace the battery that it was issues with my car - AAA again came out to jump start my car said I was given a defective battery and I needed to take it back and not to shut the car off till I was where it would be replaced since AAP said they wouldn’t do anything I took my car to Exclusive Repair they again tested the battery and said it had a bad cell - I had them replace the battery since I was already told by *** at AAP they would not replace the battery even though it was under warranty - 2/19/25 I took the defective battery back to AAP to get a refund - I walked in the door with the battery and was greeted by *** who told me that he was not going to issue a refund because the problem had to be with my car - that he cleared this decision with his manager on 2/18/25 after I called
Business Response
Date: 02/26/2025
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 reached out to our field team to have this addressed at store level. We apologize for any inconvenience this has caused. While it is our policy that all batteries must test "bad" or "defective" prior to being eligible for warranty we would like to investigate this further. Our field team will reach out to the customer directly to negotiate a solution.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: 02/26/2025
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 consider this complaint resolved.I did receive a phone call from Manager ***** **** who was very professional and easy to work with. He asked me for the back story as he was just asked to call me. He then asked me to return the defective battery to their store at ***** * ** From the time I walked into the door to the time I left I was treated with the upmost respect. They did refund the full amount of the cost of the battery. I’m very happy with this ***** **** and associates at ***** & I went above and beyond
Regards,

******** *******
Initial Complaint
Date:02/17/2025
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.
I had returned car parts that were no longer her needed to repair my vehicle. The total cost of the return was $515.00. They told me I could use my digital card to have the funds returned to. The return was done on Friday February 14,2025 at 4:12pm. The money has not been returned to my card and I was not informed that it would take up to 7 business days for the money to be returned. I have returned parts to Advance before, different location, and have not experienced this at all. I have had, previously, my money be returned to my physical bank card immediately as I was walking out of the business doors. When calling to talk to the location about this issue, they could not help me in any way.
Business Response
Date: 02/18/2025
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. Refunds have a 3-5 business day processing time. This customer completed her return on Friday February 14th. With Monday February 17th being a holiday the first processing day would be Tuesday February 18th. The customer should expect to see her refund by February 24, 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: 02/18/2025
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:02/14/2025
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.
I brought a brand new Cadillac converter for my dodge journey I had my mechanic put it in but he said it looked like it was messed up but I told him to still put it on because I had to go to work now I brought a new one online for cheaper and want my money back for the one I got from advance auto parts
Business Response
Date: 02/14/2025
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 defective catalytic converter that was purchased from us. We would need to see the repurchase receipt for the new catalytic converter that was purchased online to be able to further assist. We would also need a good mailing address for Ms. ****** 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.
Business Response
Date: 02/25/2025
After further research we see that Ms. ****** was refunded for the Original Purchase that was made on 02/22/2024 at Store #****. This shows that it was refunded on 02/01/2025. The return information is 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: 02/26/2025
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,

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

I’m not satisfied because they wouldn’t refund me my money they only gave me another part and I don’t need it.

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Advance Auto Parts is NOT a BBB Accredited Business.