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.
164 complaints closed in the last 12 months.

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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:12/27/2024
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 purchased a radiator hose because my car was disabled without it. I payed for overnight shipping so I could have it in time for my scheduled appointment to have it installed. I never received the hose and when I contacted Advanced Auto help desk they informed me that for whatever reason it was never shipped and wouldn't be shipped. THEY NEVER INFORMED ME PRIOR TO MY CONTACT THAT IT WASN'T GOING TO BE SHIPPED AND i ASSUME THAT THEY HAD NO INTENTION OF DOING SO. At any rate I was promised a refund and coincidentally it has never arrived as well. Very lame. What is going on with Advanced Auto Parts?

I ALSO ORDERED A FEW ITEMS THAT WERE ON SALE AND SEVERAL ITEMS WERE SO BADLY PACKAGED THAT IN ONE SITUATION TWO 4 INCH LONG SCREWDRIVERS COMPLETELY DISASSEMBLED INSIDE OF A 1 CUBIC FOOT BOX CAUSING ALL BUT A SINGLE BIT TO SLIP OUT OF THE CRACKS IN THE BOX DURING SHIPPING (THEY ARE WORTHLESS)

THERE WERE TWO PACKAGES WITH SHORTAGES DUE TO VERY POOR PACKAGING; THE ITEMS WERE SO INSECURE THAT THEY OPENED OR DISASSEMBLED AND WERE LOST IN TRANSIT.

THIS IS THE SINGLE WORST SERVICE THAT I'VE EVER HAD FROM ADVANCE AND I AM CONSIDER TAKING MY FUTURE BUSINESS ELSE WHERE.

After 4 repeated attempts and failed promises from Advanced Auto's support personnel I still haven't received the refund as promised.;

Being ignored like this is concerning. Please send me my refund for the cost of the hose and the overnight shipping. Thank you in advance.
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 do apologize for any inconvenience that has been experienced
with this order. We have issued a full refund back to the original method of
payment which appears to have been the customers ****** account as of 12/30/24.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:12/26/2024
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.
Ordered two window regulators online, order # *********, placed December 21. Website indicated items would be shipped in one business day (the following Monday) and delivered within 3-4 business days. I am writing this on the evening of the 26th and my order continues to show a status of “in process” - unchanged since the order was placed. Tried to reach CS but sat on a chat line hold for 45 mins before giving up. Horrible experience. Done with this business.
Business Response
Date: 12/30/2024
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 confusion or delay regarding this order. It does appear it was delivered to the customer on 12/27/24. We have attached the tracking details to this case. 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: 12/30/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't really a resolution but instead a retrospective statement of events. More importantly, this all could have been avoided had this business communicated with me properly and accurately about the status of my order, creation of a system that allows timely communication with "live" CS reps, and updated their website according to the actual status of my items. My time and the time of everyone involved was wasted due to Advance Auto's failure to provide rudimentary information to its customers. I hope they learn from this and put simple safeguards in place to prevent recurrences.
Initial Complaint
Date:12/24/2024
Type:Sales and Advertising 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.
Date of transaction is 12/22/2024

Amount paid is $29.43 original price $54.99

I purchased a DHTLS 2 Ton Floor Jack at the above price. After an hour after online purchase I then called to the store to check on the order status and the initial customer service rep informed me that the order hasn’t been picked yet but to give him a couple of minutes to pick the order and update it in the system. A couple of minutes later the manager called back and told me that they’re not going to honor the price that I purchased the item for because there is a glitch in their system. Companies generally aren't legally obligated to sell items at a mistakenly low price, especially if the error is obvious but this was no obvious errors to customers. It wasn’t a notice on their site informing customers about the pricing errors even though they’ve known about this issue for multiple weeks as I was informed by the manager, who also stated they he believed that the price should be honored but corporate has given the instructions not to do so. He also stated that he doesn’t know how it accepted payment when it was suppose to reject it do to the so-called glitch.
Business Response
Date: 01/03/2025
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. We do apologize for any inconvenience that has been experienced.
We were experiencing technically difficulties surrounding some of our store
locations closing and clearance pricing being displayed incorrectly. However, as
a one time courtesy, we are happy to honor this original order price match. 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: 01/03/2025
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:12/22/2024
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.
Yesterday I left my car overnight in a parking lot because I'm having transmition issues. This morning I brought my wife and her 4Runner to tow the car. I approach the stores that was close to stranded vehicle to purchase a 20 ft 17k Tow Strap for $35.71. The guy at the counter was super helpful. He actually went out of his way to go outside and assist me trying to find the tow eye for my car which ultimately we couldn't find. I was heading back to the store to return the item. I saw the "Owner" approaching the guy who helped me out and told him something. When I got to the counter. The guy on the counter who has helped me before told me that his boss told him " Unfortunately since you already open the package we cannot take it back because it's our policy". I was shocked because it was him who helped me and saw that clearly I wasn't going to need the item but instead pay a tow truck $150. Very disappointed.

The store # is ***** ***** ** ******* *** * ***** * *** ******* ** *****
Business Response
Date: 12/24/2024
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. The team member went according to the return policy. Our field leadership team attempted to speak with Mr. ******* for resolution. Unfortunately, the provided phone number was incorrect. Please provide a good phone number. 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:12/21/2024
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.
When someone googles auto parts advance auto is the store that pops up first no matter which company is searched for. They will have extraordinary deals come up for the part you're looking for but never actually have the part or the availability to get it. On 12/20/2024 they actually had the part in stock and I ordered it online and received a order conformation number. A short bit later I received another email saying it was canceled. What they are doing is very deceptive and shouldn't be legal in my opinion. A grocery store wouldn't be able to advertise T-bone steaks for .25 cents a pound, but then increase the price to ten dollars when you get there.
Business Response
Date: 12/21/2024
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. When using google to search for parts it does not pull the part based on a specific vehicle. In order to get the correct price for your vehicle's parts you would need to visit Advance Auto parts website and put your vehicle in. We are sorry to hear that after you placed your order the store found the part was not actually in stock. You have been issued a $15 off Speed Perk coupon for the inconveniences. 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:12/20/2024
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.
11/18/24 purchased a new car battery directly after being given a jump start. The positive battery terminal was intact and firmly attached to the battery when the jumper cables were attached. After the new battery was installed, I took my car to the Acura dealer on 11/23/24 for another issue and during that visit, the inspection of my car was video recorded. They found that the positive battery terminal was overnighted causing it to crack and become loose, potentially popping off at Amy time. I had to have it replaced to the tune of $117.32. When I returned to Advanced Auto Parts and showed the manager the video - he stated that he would "pass it up to the district manager as he had. no authority to compensate me". I have not heard from anyone there since and it's now more than a month later. I strongly suspect that Im being blown off. Here is the link to the video from the Acura Dealer. *********************************************
Business Response
Date: 12/23/2024
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 battery issue. We escalated this to the field team of Store #****. District Manager **** has attempted to reach out to Ms. ****** several times and left voicemails for her to return his call. District Manager **** has not received a return call from Ms. ******. Ms. ****** can contact District Manager **** at ************.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: 12/26/2024
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.
**** from Advanced Auto Parts called me last Friday - the 20th of Dec and on the 23rd of Dec. I was working Friday the 20th and Traveling for the holiday on the 23rd. I was unable to talk or gain contact with **** as a result.I called at 930am EST this morning the 26th of Dec and had to leave a message as **** did not pick up the call. Advanced Auto Parts has not resolved the issue nor have they offered to do so. All I have received from them is a voice mail asking me to call them.

Regards,

******* ******
Business Response
Date: 12/31/2024
Ms. ******,District manager **** was able to speak with Ms. ****** and has agreed to send a check for $117.32 to her home. The check request process takes 14-21 business days to arrive to Ms. ******s home. 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: 01/24/2025
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 have received the check from AAP I am satisfied with my compensation from themThank you very much ******* ******Sent from my iPhone
Initial Complaint
Date:12/19/2024
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.
Approximately six months ago I bought a battery from Advance Auto Repair and I’ve had it replaced three times. My car wouldn’t start again today so I took the battery back to Advance Auto but they refused to replace the battery. The cashier hooked it up to her tested and it came in at 12.03 volts which obviously wasn’t enough to start my car. The cashier offered to run a full charge on the battery once it was completed we went back and picked it up we put it back in the car and it still wouldn’t start. My husband had to go by a jump pack and charge the battery it started right up. That tells me it’s the battery other wise it wouldn’t have started instantly
with no hesitation. We recently had the car serviced and everything checked out fine. Now I need to go somewhere else to buy a battery.
Business Response
Date: 12/23/2024
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. It is store policy to have a battery purchased prior to any exchange/return. If the battery tests that it needs charge but not defective the store will then charge the battery and return it to the customer to see if that corrects the problem. However, given this has happened several times we do understand the customers frustration. We would be happy to offer a out of area warranty. If the customer can provide the proof of repurchase from another provider we will be happy to refund the battery purchase with 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: 12/30/2024
I have reviewed the response made by the business (to refund the battery that I purchased from Advanced Auto once proof is shown that we repurchased a battery at another provider) 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: 01/23/2025
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 filed a complaint against advanced auto regarding poor battery quality, I accepted the response which was to refund me for the battery that I bought but I never received the refund.

Regards,

**** *
Business Response
Date: 01/30/2025
We have received and reviewed all the documentation that has
been sent in we will be submitting a check request for the amount of the original
purchase with us and sending it Next Day Air to the address provided.Our promise is to provide superior customer service and
offer high quality products when you need them. Thank you for allowing us to
respond.Basically, we always open with a thank you and close with
our promise. On the second response there is no need to open with the thank you
statement since we have already thanked them. We still respond with the closing
statement with “Our promise is to provide superior customer service and offer
high quality products when you need them. Thank you for allowing us to
respond.” If you have any questions please feel free to ask!
Initial Complaint
Date:12/16/2024
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.
I made a purchase at the ******** ms advanced auto. Purchase was 12/14/2024 1 front rotor and brake caliber 1 rear rotor and brake caliber. Got home late so i scheduled to do the repairs 12/15/2024 but i woke up ill and had to wait till Monday afternoon to do the repairs 12/16/2024. I pulled my truck apart to do the repairs only to find out the sales clerk gave me 2 rear rotors (not 1 rear 1 front) i live near ******* ** so my drive time back to the store to do an exchange took me 1 hr a 40 mile round trip. I tried to call the store for 30 minutes prior to driving out there to avoid wasting my time but no one would answer the phone. Now take into consideration that my truck is on jacks torn apart to i had to get a ride there. i get there and explain to the sales clerk my issue about the wrong parts and all he could tell me was , that's what happens when a store is going out of business. I said " because your store is going out of business you all cant take the time to make sure your customer is getting the right part? Man all the years I've done business with advanced and this really ruined my day not to mention i have to wait till 12/17/2024(miss few hours of work)to fix my truck because not only would they not they do a replacement part (said sales final) if they had one/they no longer had the front rotor in stock to replace for their mistake.. i think fair compensation is to grant me an even exchange of this rear rotor for the front rotor and payment to have to tear my truck apart again to have it fixed
Business Response
Date: 12/23/2024
Thank you for providing us with the opportunity to address
the complaint that ***** ***** has filed. It is important for us to hear from our
customers, and we will strive to meet your expectations. We apologize for any inconvenience. We are happy to work with the customer to exchange the part in question if it has not already been repurchased else where. In regards to the labor assistance requested, we do offer labor reimbursement on a case by case bases. However, that only applies when the work is done by a licensed mechanic shop. According to the above complaint the customer did the work initially themselves. 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: 12/23/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would satisfy me if they will provide me a replacement front rotor for my 2018 GMC Denali four-wheel-drive 6.2 and leave an open ticket for labor replacement. Please provide me necessary steps to fulfill the request.
Regards,

***** *****
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 do apologize for any inconvenience that has been experienced.
To process an exchange the customer can take the purchase to any local store
and leave the product with them. If they refuse to do the exchange instore we
can proceed with an online order replacement to fulfill the exchange 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.
Initial Complaint
Date:12/11/2024
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 two sets of universals from your business in ********* two weeks ago and after purchasing the first set, they flew apart after installing them and greasing them and tore up a driveshaft. I said nothing replace the driveshaft myself and bought a new set of universals for the main driveshaft of my 99 GMC Sierra are we a half went by and it did the exact same thing after installing the new universals and greasing them like you’re supposed to do and they flew apart again and tore up another driveshaft now I’m not sure what you can do about it. I would like to be reimbursed for the driveshaft for one or a new driveshaft sent to me at said address and the cost of two sets of universals that I bought , I do have the receipts if you need them no problem I can send them, but I am very satisfied with the product. I mean I didn’t buy the best, but I didn’t buy the worst either, but I would at least like to be reimbursed for my driveshaft this will make the second one that I’ve had that I’ll have to buy and put in it or please contact me and you can send me a new aluminum , driveshaft with new universals and yoke thank you for your time and I hope we can get this matter taken care of thank you
Business Response
Date: 12/13/2024
Thank you for providing us with the opportunity to address
the complaint that ******* ****, has filed. It is important for us to hear from
our customers, and we will strive to meet your expectations. We are very sorry to hear about the defective universals you
have purchased. This may qualify as a damage claim with us. We will need to see
the purchase receipts of the driveshaft (original & replacement). Do you
also have any paperwork from a mechanic stating this driveshaft was damaged by
the universals? We want to make sure we have all the necessary documents in
order to assist. 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:12/11/2024
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 want to begin by emphasizing that my family’s business has been a loyal customer of our local Advance Auto Parts for over 25 years. During that time, we have consistently relied on Advance for parts and materials without issue—until now. In February 2024, we ordered an engine from Advance, but it was defective. After requesting a replacement, we eventually received a second engine, only to discover it was also faulty. Following the installation of the second engine, we encountered a persistent camshaft sensor error code. Despite replacing the sensor multiple times, the problem remained. We then took the vehicle to a local dealership for a thorough inspection, where it was confirmed that the camshaft timing was off by several degrees, rendering the engine unusable. We promptly informed Advance of the situation and requested a refund for both the engine and the core return so that we could proceed with repairs through the dealership. Despite numerous follow-ups, we have been met with constant delays and repeated promises that the refund and core check would be issued. Unfortunately, we have yet to receive either. Additionally, we were assured that we would be reimbursed for the labor costs associated with removing the first engine, installing the second, and subsequently removing the second engine—all of which were necessary due to the faulty products provided by Advance. To date, we have received no compensation for those expenses. It has now been nearly a year without a functioning vehicle, and our experience with Advance Auto Parts has been nothing short of frustrating and disappointing. As a long-standing customer, we expected better service and accountability. Unfortunately, this situation has caused significant disruption to our business and has severely impacted our trust in Advance Auto Parts.
Business Response
Date: 12/12/2024
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. Store **** has spoken with the engine manufacture who advised they couldn't find anything wrong with the engine. However, District manager ***** has been in contact with Mr. ***** and made arrangements to get a refund processed. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

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Advance Auto Parts is NOT a BBB Accredited Business.