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: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. 

• Initial Complaint

  Date:02/11/2025

  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.

  I was sold the wrong battery for my vehicle which resulted in ruining both batteries in my vehicle (start stop system) advance admitted in selling me the wrong battery and refused to correct the problem.

  Business Response

  Date: 02/11/2025

  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.Advance Auto Parts is sorry to hear that Ms. *********** was sold the incorrect battery for her vehicle which caused issues. If Ms. *********** can provide us with the address of the store location where this occurred, we will be happy to look into this 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.

• Initial Complaint

  Date:02/11/2025

  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 purchased a brand new engine and after the engine was installed and brought the old engine core, they would not give me the $510.00 they owed me for the core.

  Business Response

  Date: 02/13/2025

  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. We have made arrangements for the core to be dropped off at a local store, **** ******** ** ** ***** ** ****** Advance Auto Parts will be submitting a check request in the amount of $510.00 and sent to the address *** ****** **** ** *** ******* ** ******  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: 02/25/2025

  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:01/28/2025

  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.

  This store refuses to honor my ******* car battery warranty. I’ve taken my battery to store at least twice after it failed to start my car. Each time, the Cold Cranking Amps were low. Each time, the store insisted on recharging the battery and claiming the battery is good. My last visit was on 1/24/25. I’ve tested the battery for parasitic draw and the results were below normal.

  Business Response

  Date: 01/28/2025

  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.Mr. **** states "this store" in his complaint. Please have Mr. **** provide the address of the store location so that we can further assist with 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: 01/29/2025

  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.
  Attached is the receipt. The address is the following:****** ********* *** ********** ** *****

  Business Response

  Date: 01/29/2025

  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 for the issue with the battery. We have escalated this to the field team of Store #****. Mr. **** should expect to receive a call in 24-48 business hours from the field team 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.

• Initial Complaint

  Date:01/24/2025

  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.

  Bought brand on 01/21/25. Brought home and installed it long enough to figure out it wasn’t a battery issue. Took it out that same night and put old battery back in vehicle. Was able to get up to Advanced Auto Parts to return it on 01/24/25. They wouldn’t refund my money to me because it had been installed for a brief moment. All I want is my money refunded for a new battery that I don’t need.

  Business Response

  Date: 01/25/2025

  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 return policy is within 45days unopened and uninstalled. Electrical items are also nonreturnable, and batteries are considered electrical Please see the website for full return policy details. ******************************************** Once installed no matter how long it was installed the battery would only be eligible for a warranty exchange if the battery is defective. 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:01/24/2025

  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.

  On Dec. 4th, 2024 I sent the following email to ***** *., Claims Support | Customer First Service Center, t: ************ ***** |e: s*********************** ***** * ******** Documents
  
  Attached you will find all supporting documents, pertaining to this case. Extremely upset over the whole ordeal and the damage (both known and unknown) this has caused on my 2018 Audi A5 Sportback. Per **** ** *********** ** these spark plugs are not suitable for Audi Vehicles and should have never been used. Advance Auto Parts clearly stated on Part # ******  "exact fit" for your 2018 Audi A5 Spo...." leading the consumer to believe (without a doubt) this is an acceptable part. LEGALLY this FALSE ADVERTISEMENT. False information that has now caused me to incur a $459.31 repair bill to fix damage created after the Autolite Iridium Iridium Ultra Finewire Spark Plugs (Qty 4) were installed in my car.
  
  One of the spark plugs is cracked... see in attached photo. I assume you will want the original spark plugs purchased as evidence and to supply me a full refund of, in addition to the full reimbursement of the Audi bill on 12/3/24, plus any additional issues that may become evident in the future and related to these faulty spark plugs.
  Regards,
  ******* ** ****** ************  I have followed up with corporate via phone and email at least 5 more times and getting the run around that this is being worked on, they are evaluating, that it is being elevated and expedited... it has been 7 business weeks with no resolution. This is unacceptable and want this addressed! See attached documents for additional context/supporting evidence.
  
  Your immediate attention is appreciated.
  
  Regards.
  ******* ****** ************

  Business Response

  Date: 01/29/2025

  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 spark plug issue. After further investigation, we are waiting for Ms. ****** to sign the Release of Liability form so that we can issue her a check for $459.31. We will also refund the four spark plugs on O#*********.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:01/23/2025

  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 have a dead car battery that was purchased less than a year ago. And is under warranty. They say they have to charged the battery to check if it’s bad or good. They charged it yesterday they say they don’t trust the reading so they’re gonna charge 2 hrs longer. But this battery is already no good if it’s not holding a charge. They say there’s nothing they can do for me. I’m wanting a new battery or complete refund of $300.

  Business Response

  Date: 01/23/2025

  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. Case number ******* that Mr. ***** provided shows general manager ******** had spoken with him and exchange his battery on 1/22/2025. They also offered Mr. ***** a discount towards a future purchase as the original Team member was testing the battery incorrectly. This issue has also been address and so the Team member knows how to properly test batteries in the future. 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: 02/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. This has been resolved.
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 02/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. This has been resolved.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/21/2025

  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 a engine from advanced auto parts and it is smoking and using oil. I talked to them about it. And they gave me a number to call where they purchased the engine from. They told me to do a diagnostic test. I did what they wanted me to do. I purchased a valve cover. The engine is using two quarts of oil between oil change and smokes. I been dealing with the issue since last year.

  Business Response

  Date: 01/28/2025

  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. We have reached out to our field team who has advised that they reached out and are working with the customer to resolve this issue.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:01/20/2025

  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.

  I bought an alternator for my son's car, $464, on 11/23/24, which was 20 percent off since the store was going out of business. The alternator turned out to be faulty, (voltage regulator inside the alternator). The receipt says " all sales final ", but it also says on the receipt " limited lifetime replacement ", 3 times. They would not refund my money or give a replacement at that store. I also contacted customer support, showed them picture of receipts , etc., and still couldn't do anything for me. So I had to spend $580 on another alternator at a competitors store. I think the store should be liable for selling defective parts, even when going out of business. I sure could use your help. Thank you.

  Business Response

  Date: 01/20/2025

  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 apologizes for the inconvenience. Unfortunately, all sales are final as this part was purchased at the closing store's liquidated clearance price. Here is a link for our return policy as it does state, "Clearance and "AS IS"?merchandise are non-refundable." *******************************************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: 01/29/2025

  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.
  I rejected their response due to the fact that is against federal law to not offer a refund for defective parts sold, regardless of store policies.

  Business Response

  Date: 01/30/2025

  As a one-time courtesy, Advance is happy to issue Mr. ******* a check for $300.00. Please provide a good mailing address for the check to be sent too.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: 01/30/2025

  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:01/15/2025

  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 received news of Advance Auto having lots of sales due to them choosing to close down hundreds of their stores. I went into my local store and bought what I could, but they were missing a lot, so I decided to jump online and see what deals they had. I went through and found a couple part numbers I really needed, but due to their clearance price, would not meet the minimum to get free shipping. I spent considerable time looking through their catalog and clearance section to put together an order that would get free shipping. EVERY item I added to my order *********** showed available to ship to home for free over $35. Once I had around $60 or so in my cart, I placed my order. Most of the parts on the order were on their website as a marked down clearance item. After a few days, I checked my email to see the order had been cancelled. I called to ask why, and the response I got from customer service is that they made a mistake and didn't mean to mark the items as clearance, and that if I wanted them, I would have to re-order at the current price. We argued back and forth a little bit, and I pointed out that even the items that are still on sale and the items that were never on sale on my order, got cancelled. Customer service just stone walled me and said there's nothing they can do. The parts were clearly marked clearance on the website, and you are refusing to honor your sale. I believe this falls under false advertising, and poor customer service. I want you to ship my order for the price that was shown on your website. I have attached the entire order to this complaint.

  Business Response

  Date: 01/15/2025

  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 the inconvenience this has caused. We were advised of a system issue that was allowing clearance pricing exclusively for our closing stores, to allowing a customer to purchase the items from ship to home. We have canceled all orders that were affected by this pricing. We do state on our website that Advance Auto Parts reserves the right, in its sole discretion to refuse or cancel any order for any reason. Please find the link and a screen shot from this web insert. *********************************************  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: 01/16/2025

  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.
  This response doesn't do me any good. I Spent considerable time putting this order together trying to get a good deal, and get free shipping. There is no message on your website about possible glitches, but even then most of the parts on my order came from the "Clearance" tab half way down the page. This entire screw up is on your team, and you acknowledge that you knew about it, but didn't do anything about it well before I placed my order. I don't see how getting a "sorry" is supposed to instill any sort of feeling of me being taken care of. When I look through some of the issues here, It looks like in more than one instance, your team provided credit towards parts that may or may not have actually been failed (several batteries, and an engine that was confirmed good by the manufacturer, a 10 year old radiator) due to irate customers, even another situation where a customer got a big ticket item for half off, and your team decided to honor that. All this being said, my entire order was under $100, but instead of just taking care of it in the interest of customer service, you are stone walling me every step of the way. I tried calling, and messaging before coming here, and no one wants to do anything for me. I have been a customer of Carquest and then Advance for a number of years. You wont be able to look at my purchases under my name because I have always purchased through the company I work for. I just looked and attached proof showing between December 2023 to current we spent over $47k. Hard to believe that your team would refuse to ship my order that before any sale pricing might have been $300.
  
  Regards,
  
  ******** *******

  Business Response

  Date: 01/21/2025

  We
  understand the frustration this issue has caused Mr. *******. We could
  not fulfill the orders at the pricing the system allowed. We sincerely
  apologize for the trouble this caused. We are happy to offer Mr. *******
  a $150.00 Gift Card. We have two options for receiving the gift card.
  1.) An Electronic Gift Card sent to Mr. ******* via email after
  verification of the correct email address as we have two on file ************************* or ********************** or, 2.) A physical card mailed to Mr. ******* at the address ** * ******* ******** *** *********** ** *******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: 01/22/2025

  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,
  
  ******** *******Per your request, please send the code to the email: *************************