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:01/15/2025

  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 part on 1-2-25 at Advance Auto Parts in ******** *******.
  I went to return it 1-14-25 with original receipt. Part was never used and never out of original package and my return was denied.

  Business Response

  Date: 01/15/2025

  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 have escalated this complaint to the field team of store #****. Mr. ********** will be contacted by the field team in 24-48 business hours about this return refusal.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 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.Come to find out the employee that sold me the part didn't ask me for my phone number.  This creates havoc and it denies any return due to a lazy way to look up and sell a part since it's sold under a "no phone number provided"The manager was nice and explained what and why it happened. I'm still not sure if I will return as I had to make two trips to Advance Auto and also make a phone call to a third party business who monitors their returnsNOWHERE on the receipt did it say there were no returns by the wayIt's just bad business to treat a customer this way from the beginning. Had I not taken the effort to contact BBB I would have lost my money. 
  I don't have the time to fight for something that should have been so simple of a process which was the return of a new part, unopened and original receipt. 
  Regards,
  
  **** **********

• Initial Complaint

  Date:01/14/2025

  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.

  Been to three different stores they’re all going out of business. They won’t warranty about it. That still has 2 1/2 years left on it. I a real receipt that I don’t wanna see a picture receipt. They can’t see their computers to other stores. it’s just a total scam. I wouldn’t buy a box of rocks from these guys

  Business Response

  Date: 01/16/2025

  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. We apologize for any inconvenience our customer has experienced with this issue. Our closing store do advise all sales final. However, this is only for purchases that occurred after the stores were made aware they were closing. This purchase occurred well before that. We are happy to treat this as a out of area warranty. Once we have proof of repurchase, even if it is with a competitor we will issue a refund for the purchase as a one time courtesy. We will need the customers full mailing address to send the check to.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:01/14/2025

  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 Dec. 28, I bought replacement windshield wiper blades at Advance Auto on ********** Ave in *********. Today (Jan. 14), I attempted to return the products. The store refused to follow its own posted return policy and would not even give me store credit. When I pointed to the sign on the sales floor stating the store's return policy, the staff told me that the posted policy is "not how it works."
  
  The posted policy states that a customer returning a product with a receipt within 45 days will be given their money back, and a customer returning a product without a receipt within 45 day swill be given store credit. I was not offered a receipt when I bought the wiper blades, but I used a credit card, therefore have proof of purchase, and want a refund. To be clear, though, the store refused even to give me store credit, contrary to its posted policy.
  
  I find the store's refusal to follow its own posted return policy to be particularly unfair and abusive.

  Business Response

  Date: 01/17/2025

  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.Our field leadership has spoken with Mr. ********. Our field leadership team provided him with a refund today 01/17/2025.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: 01/17/2025

  I have reviewed the response made by the business in reference to complaint ID ********, I received a refund, and I find this resolution to be satisfactory.I particularly appreciate the response of ******* (not sure if correct spelling), the store's general manager.  Beyond addressing my concern, he explained the circumstances, indicated that he would work on making sure that the store adheres to its policies in the future, and made clear that I would be welcome to return to the store.  He handled the situation with class and courtesy.
  Regards,
  
  ****** ********

• Initial Complaint

  Date:01/13/2025

  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'm filing this complaint Because I bought a faulty gearbox for my Chevy Suburban and it cost me $500 to have it installed, afterwards the shop informed me that the new gearbox had a leak therefore making it faulty. When I went back to the store to talk to the manager he just said that he usually informs customers to not buy their products and that he has lost a lot of sales by doing that, maybe if I was told that I wouldn’t have bought it. He did offer a solution for me to bring him the gearbox I purchased from them and they would exchange it for another gearbox, so I’m supposed to pay $500 more to have it uninstalled and $500 more to have a new one installed? I would like for them to reimburse me the money I lost installing the faulty part and I would like another part to replace the faulty part. The part is: ** **** ******** * * * ********. Thank you.

  Business Response

  Date: 01/14/2025

  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. The warranty on all parts states that labor is not covered under warranty. It is a part only warranty. With the stores closing in ********** all sales are final, and parts would not have warranty as they are being sold as is. If the store has offered to exchange the defective Gear Box that would be going outside of the "all sales final" to try and assist Ms. ******. Please have Ms. ****** provide the original purchase receipt, the labor receipt from the original install on company letter, Exchange or repurchase receipt for the replacement Gear Box and the second repair receipt or a quote for the second repair so this can be looked into 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.

  Customer Answer

  Date: 01/15/2025

  I have reviewed the response made by the business in reference to complaint ID ********,  I would like to see what resolution the company has for me. I submitted paperwork for the original receipt that I paid for the faulty part, and on the receipt it states all sales are final but it does not state “as is”.  I expected a part that was in good working condition to be sold to me and not a faulty part as the company sold to me. Just because the company is going out of business in ********** I expected my parts to be in good working order. I am also submitting the receipt for the work that was done to install the faulty part. The amount it costs to put in another gear box is the same as they charged me the first time. $396.99. So my resolution to this problem is to be reimbursed for the $396.99, I paid the first time and to be supplied with a new gear box that is in good working order and to have you pay for that new gear box to be installed for another $ 369.99. Thank you.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/13/2025

  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.

  Hello:
  
  NATURE OF COMPLAINT - FALSE ADVERTISING and DECEITFUL PRICE GOUGING.
  
  I purchased 3 items from the Advance Auto website ************************************ on Jan 11, 2025. I finalized the transaction for the 3 items, and paid immediately using a debit card. I then received an order confirmation notifying me all items were in stock, the order was Paid in Full, and would be shipped. (Confirmation Order number ********* ). I have an email from Advance Auto confirming this, which can be forwarded if needed, as well as bank payment notification.
  
  On Jan 12, 2025, Advance Auto cancelled my order, stating that the cancellation was "likely due to part inventory availabilty". It did not tell me which part was out of stock, and after the notification by email, I again went to the Advance Auto website and checked the availability of all three items. They were all still listed as IN STOCK, and available. They remain so at this time. What they DID NOT disclose was that they deceitfully raised the price on one popular item by more than $300! One of the items I had purchased, paid in full, and had confirmation of completed purchase was now was listed for over $300 more than the original purchase price. (Part no. ********  Clearly it was the intention of Advcence Auto to cancel my order for their own monetary gain, and hope to profit at my or others expense. Since it was a publicly published price on a domain (website) they own, and the purchase was made on their own website and not through a 3rd party site, every consumer has the right to exect them to honor their purchase agreement once the payment transaction is made. That transaction was fully completed in this case, but apparently Advance Auto then had sellers remorse. That is not the buyers problem. The parts were in stock, they were paid in full, and I expect the order to be filled as contracted.
  
  Thank you. Confirming documents provided as requested.

  Business Response

  Date: 01/13/2025

  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 apologize for the inconvenience this has caused. We were advised of a system issue allowing clearance pricing exclusively for our closing stores to allow customers to purchase the items from ship to home. We have canceled all orders that were affected by this pricing. Our website states 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 screenshot 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: 01/13/2025

  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.ADVANCE AUTO:  Problems related to your website are entirely the domain of Advance Auto.  I have a reciept showing the goods sold, the payment accepted, and a valid address.  I expect the parts detailed and this transaction to be honored.  To enter an agreement with a customer and then change your pricing after payment has been accepted is a dishonorable and likely an illegal business practice.  I most definitely will not accept that type of business practice. 
  Regards,
  
  **** *****

  Business Response

  Date: 01/20/2025

  We understand the frustration this issue has caused Mr. *****. Unfortunately, we can not fulfill the orders at the store's closing price, which the system allowed originally.  We sincerely apologize for the trouble this 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:01/13/2025

  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 placed an order online with the business at the advertised prices. About 24 hours later I received an order cancellation on the grounds of lack of item availability. However, when I checked their website, the parts were perfectly in stock. I called customer service and they informed me that they did not wish to honor the prices advertised and had simply canceled the order. This is sleazy and they should be held accountable. When you have an order placed, you must honor it. It’s not my fault that you advertised prices that were agreeable. I spent a lot of time researching to place the order, and do not appreciate simply having it canceled. I would like them to honor the terms of the order.

  Business Response

  Date: 01/13/2025

  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 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: 01/13/2025

  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 am not surprised that you have covered yourself legally regarding order cancellation. That is standard practice for business to write legal terms that nobody reads. In this case, the complaint is not about a violation of laws or written policies, it’s about customer service and ethical business practices. You stated your aim is to provide “superior customer service”. This is not superior customer service. In fact, it’s not customer service at all. I did not receive any service whatsoever. I run my own business, and when I make mistakes, I have to own them, even if I don’t turn a profit doing so. I placed an order at advertised prices and was counting on those parts. No good faith effort was made to make restitution for your error, only ambiguous statements about a  “system error” and an order cancellation. While it may be legal, it’s not good customer service and it’s not ethical in my view.I can see there isn’t a serious effort being made to correct this besides recounting policy, so I will regrettably take my business elsewhere and advise others to do the same. It’s a shame when there are no consequences for misbehavior, even if it’s “legal”.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/20/2025

  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. 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: 01/20/2025

  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.
  Advanced Auto made no attempt to remedy the situation. I am not satisfied with their response, but am not willing to continue dialogue with them since it’s clear they will not take proper responsibility. In this case, I would like to close the complaint and leave it as “not satisfied” as a public rating against them.
  
  Regards,
  
  ***** *******
   

• Initial Complaint

  Date:01/12/2025

  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 with my husband on 12/28/2024, ref number *********************, ref number 2 **********, under our online Advance Auto Account, for parts for a customer's car who opted to buy the parts on their credit card. We have received one part that was not ordered (it is an incorrect part that does not have the same part number as anything else we ordered). No other parts or tracking number in email form have arrived as of 1/12/2024. I called their customer service department and spoke to a representative who told me they could not tell me anything as I was not the person who ordered the parts, I asked to speak to a supervisor and was transferred to a person named ****** who advised me that they were the only supervisor who could assist me. ****** explained that although I ordered the parts from their website, they have no control over whether the parts are shipped or when they are shipped. He advised me to call back "in about a week" to try again and that he would contact the manufacturer after that. I asked him why there needed to be an additional week, and he told me that he could reach out today if I wanted him to but that he probably would not get a response for up to 8 business days. I told him we would like to cancel our order, and he told me I could not. So, am I supposed to just wait for parts for a month that are advertised on the website as being available to ship in three or four business days? We are operating under a 30-day inspection timeline, which I explained to the customer service people, and we cannot simply wait weeks for even an answer. This is unacceptable. How is it that a company I have been ordering from for twenty years has turned into a "we can't do anything, we don't know where the parts are, we can't cancel them, we can't fix your incorrect parts"??

  Business Response

  Date: 01/13/2025

  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 do apologize for any confusion or inconvenience that has occurred with this order. While it is policy not to discuss specific details of an order with anyone who is not on the order itself this was not escalated properly. We have issued a refund for the incorrect part and the remaining missing parts were canceled. We also will be mailing a $50 gift card to the name and address on the order as a one time courtesy. 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: 01/13/2025

  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:01/07/2025

  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.

  On jan 1 2025 at approx. 827 p.m. I placed a order with advancedautoparts.com for a part to be overnighted/urgent because my car is down. On jan 2 at 727 p.m. I received a email stating my part has shipped. On jan 3 I checked the tracking info provided. At *** tracking said they have no info on the package. So I call and talk to a miles and he said that they had to order it direct from the manufacturer. I tried to cancel but he said he couldn't because *** already picked up the package miles did refund me for my shopping. On jan 4 still no update to the tracking. So I call again and talk to a women ****** or ****** and she tells me there isn't nothing else she can do I have to wait for the part. I bring up about the shipping and she tells me its been refunded. I only ordered this part because they offered overnight shipping. On jan 7 I call and was told to wait for my package. They wouldn't give me any information on filling out a complaint or legal department phone number, till the very end and i had to ask several times. I wish I has my conversation from this past weekend. Very unprofessional. They lied to me when they offered overnight shipping because my part won't get here until tom. Im confused as to why they sent me a email sayingvmybpart has shipped whenever it didn't. This has put me thru a lot of stress n worry because wee just got hit with a major snow storm and recieved 8 inches of snow. Since I've placed this order i have been lied to and manipulated. I only ordered from here because they were the cheapest for overnight delivery for what I needed.

  Business Response

  Date: 01/09/2025

  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 apologize for the delay in the shipment for the exhaust
  system. The order was placed at January 1st, 2025 at 9:27 PM EST.
  This item was also a Factory Direct Order. These do tend to take longer for
  shipments than our regular warehouse items. Advance Auto Parts does not offer
  overnight shipping as an option, but we have urgent shipping which is within
  1-2 business days when the order is shipped. Please see the attached shipping
  information. We also noticed a delay with *** due to severe weather that many
  states encountered. We have refunded Mr. *******’s urgent shipping back to the
  original method of payment.  Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 01/09/2025

  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 company deceived me into thinking i was getting my part overnighted. I still dont understand how u offer urgent delivery on parts u have to order from a manufacturer/3rd party?  Why did I received a email on jan 2 2025 at appx. 7:27 CST stating that my part has shipped when it didn't? Also I tried to cancel on jan.3 and jan. 4 and was told I couldn't cancel because *** had my package. It didn't get picked up by *** until Jan.6 at appx. 6:30 p.m. CST. Why did I have to ask multiple times for a complaint department or legal department contact information which all i got was a email after having to ask several times. Im so confused about the email I received about my part was shipped? Regards,
  
  ***** ******* 

  Business Response

  Date: 01/17/2025

  We understand Mr. *******’s frustration with the shipping
  time. We advised him on 1/3/2025 when he called our support center and spoke
  with one of our supervisors, FDO items do tend to take a little bit longer for
  processing time. The vendor created the label on 1/2/2025 but can take up to
  24-48 hours for the carrier service information to be updated. Unfortunately,
  we do not have control over any of this information when it is shipped through
  a Vendor directly. Mr. ******* was escalated to the highest department at
  Advance Auto Support Center, our Escalations Department. 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: 01/20/2025

  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.That still doesn't answer why I recieved a email saying my part has shipped on jan 2, 2024. This is why i say they decieved me. The unprofessional tactics. They mailed my package on jan. 7th early evening and was supposed to be to me by midnighton the 7th. It didn't reach ********** until late on the 7th. They used the storm to cover they didn't get my part. So it took them 6 days to get me a urgent part that was supposed 2 be 2 me in 2. And I'm just supposed to be ok with me getting my shipping money back. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2006 Ford Escape Hybrid in to get the battery tested. One of the employees came outside to test my battery. After hooking up the battery, he asked me “What size is your engine? I can’t test your battery without this information.”
  
  My automotive knowledge is extremely limited, so I stated that I did not know. I asked him if the engine size was printed anywhere on the engine itself and he responded “It’s not my job to figure that out. It’s your car so you should know what size engine you have.” I was then told to “lose the attitude” when I questioned him about his comment. He then told me to google the number of cylinders in my engine. I was in the process of doing so when he barked at me to turn on my car so he could test my battery. I advised that I was googling my engine size (since he told me that the test couldn’t be done properly without this information). He then said “Whatever. I’m not testing your battery” and went back inside the store. He refused to identify himself multiple times.
  
  I spoke to ***** (assistant store manager) who also would not identify the disrespectful store associate. She provided me with the store manager’s contact info and advised me to file a complaint.
  
  *****, *****, and another female associate (I did not catch her name) were extremely polite and helpful in getting the battery testing done. (The female associate pointed out that the engine size is, in fact, printed on the engine itself, so I know for future reference).
  
  This incident was not only frustrating but caused a significant delay – I had to wait for other employees to run diagnostics on my vehicle because the first employee became belligerent and refused to do so. I think the offending employee needs to be disciplined and coached on how to handle customer interactions properly.

  Business Response

  Date: 01/06/2025

  Ms. ******,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. Please have Mr. ********* provide the store address so this can be address by the local store leadership team. 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: 01/08/2025

  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. The business responded "Please have Mr. ********* provide the store address so this can be address by the local store leadership team" but there is no option to add the address. I am rejecting the response and adding the store contact details below:******* **** ***** ****** ****
  
  **** * ***** ***
  
  ******* ***** ** *****Store General Manager = ***** ****
  Regards,
  
  ******* *********

  Business Response

  Date: 01/10/2025

  General Manager ***** has contacted Mr. ********* and apologized for the experience. ***** offered Mr. ********* a discount on his next purchase for the inconveniences this 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:01/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/2024 I visited the Advance Auto Parts Store # ***** with a small plastic gas can with used motor oil for recycling. It was just before 8:30 am. I was stopped short of the parts counter by an overbearing male employee advising it was illegal to put used oil in a can marked gasoline, it was against store policy to accept it, and that he would be breaking the law by emptying it for recycling. This individual in my opinion was loud and obnoxious.
  
  Assuming the man believed what he was saying, he then knowingly violated store policy and committed an illegal activity when emptying the gas can in the store's used oil storage tank - potentially subjecting Advance Auto Parts to criminal penalties.
  
  I have searched the legal data bases ******* and ********** and did not see statue or caselaw on point regarding "non-oil generators" (meaning private household consumers, like myself recycling used motor oil) where your employee's assertions would be correct. I then consulted with the ******** Environmental Services ************** who also accepts used motor oil, and confirms the use of the above described gasoline container for transporting used motor oil is acceptable.
  
  If this is in fact "the law" - please identify the applicable statute(s).
  If this is in fact "the law" - then your employee deserves reprimand or termination, as he knowingly violated both Company policy and the law.
  
  By the way, this complaint does not involve an employee ****** *., whom I found to be knowledgeable, charming and extremely helpful in the automotive chemicals aisle.
  
  As you probably expect, when recycling oil (as for the past four years or so) I make a purchase from Advance Auto Parts as I enjoy visiting auto parts stores, and it is the right thing to do.

  Business Response

  Date: 01/02/2025

  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 thank you for bringing this to our attention. It is not
  illegal to carry used oil in a gasoline container. However, the store and
  company can be fined if there is anything other than motor oil or transmission
  fluid that may be transferred to the container causing contamination. This is
  tested by the 3rd party that comes to empty the oil containers.  Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.