Business Profile

New Auto Parts

NAPA Auto Parts Headquarters

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

136 total complaints in the last 3 years.
50 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/17/2024
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.
Transaction date was 12/16/24. I brought a 7565 Legend in for testing. They asked me if I had charged it. I replied that I had tried two different battery chargers and could not get it to take a charge. They tested it and said it needed replaced. They brought up a new one and charged me $50 plus $15.26 sales tax. This battery, as stated online has a 2 year free replacement warranty. It was purchased new 5/30/23. Now I don't know where you went to school but where I went $65.26 isn't free. If it has a 2 year free replacement, why wasn't i able to walk out of the store with a free one, since it was within the two year warranty? The store was oakland Napa *************************************************************************** ************** Store number ********* Invoice #****** eInvoice# OMA00354****** ORIGINAL ITEM WAS PURCHASED ON 5/30/23 INVOICE ******
Business Response
Date: 12/19/2024
Hello ****** *****,
We are notified you have been assisted by our manager, ****** ****. Our team is working on issuing a check to the address you provided:
****************
**********************
Please let us know if you need additional assistance
Thank you,
NAPA CUSTOMER SUPPORT
Customer Answer
Date: 12/20/2024
I accept the company's proposal to refund to me the amount in question. I would like for this case to remain open until such refund has been received. Thank you
Business Response
Date: 12/23/2024
we have processed a check from the price difference that should take about 7-10 business days. Please allow more time based on Holidays.
Initial Complaint
Date:12/15/2024
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.
Purchased battery at ********* ******************************* which does not start vehicle in cold weather I would like to exchange for battery that works in region that has 4 seasons and works in cold weather. I made purchase on 11/30/2024 I am not satisfied with product purchased and would like exchange or outright return I plan on purchasing a better battery.
Business Response
Date: 12/26/2024
Local leadership and the store will make contact with the customer to resolve
Initial Complaint
Date:12/12/2024
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 driving in ******** and purchased snow chains, The got a pair of chains and asked the store person to on how to use them he had some thing in display and told that that is the same I was getting and showed a demo. As I was travelling I left the place and two days later when opened the pack it was a different chain. When i called **** store they said that I cant return snow chains. They blamed me for not opening and checking what I bought at store. More over the price they charged to me on that was 270$ where as the same product was sold for 85$ at ******, *******, Discount tires etc. When I called Napa they said call the store , when I called the Store they said call Napa. When I questioned them about Price gouging they just hung up on me.
Business Response
Date: 12/13/2024
Hello ***** *****,

Your ticket has been received, and we are working with you currently to provide a resolution to your complaint
Thank you,
NAPA CUSTOMER SUPPORT
Initial Complaint
Date:12/04/2024
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.
Order number AC1800178 November 22,I did a lot of searching to get coilovers at a price match. I finally found it at a good price and priced matched it. My order is placed and I wait 3 weeks. I see no updates about my order for 3 weeks so I decide to check the website to see whats going on w/ my order. It says canceled for 3 weeks and I haven't gotten my money back yet. I am confused b/c if it was canceled I should've gotten my money back. I have to call their center and the useless *** I spoke to couldn't help me with the simplest questions. She transfers me to her useless old geriatric manager **** at ext 224. He tells me the order is canceled and is giving me attitude and a sense of superiority. I ask him why and he says that a lady from ******* called and said the order is fraudulent. At this point I realized I am a victim of RACISM and PREJUDISM. I have the card in front of me that I used to place the order with my name on it. I am on the banking app with my name on it and I can see the charge. He tells me I am using a stolen credit card to place the order and they do not refund fraudulent orders. I offer to show him a pic of my card with my name on it, proof of address, and get an amex *** on the line to confirm it is my card. He said no snarkly. I ask him where my money is he and he said he doesn't refund fraudulent orders but he will refund it. So why the company not refund a person who is getting scammed? This company NAPPA is commiting FRAUD, PREJUDISM, AND RACISM. DO NOT BUY FROM THEM OR THEY WILL CANCEL YOUR ORDER AND STEAL YOUR MONEY. AVOID AT ALL COST
Business Response
Date: 12/05/2024
Hello ***** ****,
Our Service Manager, *****, tried to contact you this morning but went to voicemail. Please give us a call back at your earliest convenience so we can make things right for you.
***** A. *****
Direct: *************
Thank you,
NAPA CUSTOMER SUPPORT
Initial Complaint
Date:11/29/2024
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.
On 11/26 I ordered a drive shaft, part number "*** ******". The advertised delivery date, was 11/29. Whereas all other retailers did not have this item in stock, they claimed to have it in stock, ready to ship. So I ordered it from ****, however one day before delivery was supposed to be met, they sent me an email stating it was delayed. Never provided an updated delivery date, or an option to cancel. Directly violating the *** rule. Along with violating the rule of unreasonably promising a delivery date that knowingly cannot be met. They lied about having it in stock to get me to order, and then claim I cannot cancel it even after calling multiple times and directly speaking to their associates. The item has still not even shipped, and it is the date it was supposed to be delivered. I still have no way to cancel, and no updated delivery time. Below I have included the *** rule on prompt delivery. Proving they have violated Federal law. Thank you for your time.The ************************'s (***) Mail, Internet, or Telephone Order Merchandise Rule (MIR) requires sellers to: -Have a reasonable basis to expect that they can ship orders within the stated time or within 30 days if no time is stated. #(delivery was promised 11/29) -Notify customers of shipping delays in a timely manner -Give customers the option to cancel their order and receive a prompt refund if they cannot ship within the promised time #(I have no way to cancel this order, and was directly told by an associate it could not be canceled, even after delay, and it is still not even shipped) -Obtain the customer's consent to a delay in shipping, unless the delay is up to 30 days Promptly refund all money paid for unshipped merchandise if the customer does not consent to the delay."
Business Response
Date: 12/02/2024
Good afternoon **** ******,
We apologize for the negative experience with the **** company. We have notified our Service Manager, *****, on your complaint to help come up with a resolution for you. She has confirmed you have been contacted. Please let us know if you need additional assistance.
Thank you,
Initial Complaint
Date:11/04/2024
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.
Ordered a wheel bearing online on June 26, 2024 and returned it on July 11, 2024 as I couldn't use it. Was supposed to be refunded back to the card used when purchased. Website says refunds should take 3-7 business days and as of July 27, 2024 I still have not received that refund and finding out who I should call about this is turning into a nightmare.
Customer Answer
Date: 11/06/2024

This complaint was resolved 2 months ago. I got my refund so this complaint can be closed
Initial Complaint
Date:10/29/2024
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 was sold the wrong tool, a grease gun that is air operated. I went to return it after a few days to get a manual grease gun but the employees refused to help me. They said all their sale on tools is final. The tool is still in the box and brand new.
Initial Complaint
Date:10/11/2024
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.
Repayment of $748 I had to pay a transmission shop for ****'s failed part that is still under warranty. The cir clip that is factoryu installed broke or came loose from the CV Axle that I bought from ****. This CV Axle and the other side were both replaced new, not reman, by mechanic. The broken cir clip became lodge agauinst the parking pawl and my car would roll in PARK. The broken cir clip parts also completely destroyed my differential which a transmission shop had to replace. along with the cir clip that broke as well as the other CV Axcle just in case. Two transmission specialists told me that the broken cir clip is what caused all the damage. The cir clip is a factory manufactured part of the CV Axle and is not touched by the installing mechanic. It is part of the part itself. Fortunately there was no damage to the transmission or the CV Axle itself. The cost of replacing the differential and labor to get to it was $748. Fluid and filter to transmission was also changed because of possible metal fragments. I have tried to work with NAPA for 3 1/2 months on this and now they are saying I have no case without the CV Axle being removed and the ground up cir clip pieces given to them. Again, transmission shop said no damage to CV Axle so they didnt replace it. No need to. The cir clip that comes factory installed on the CV Axle is what failed. So after all these months, all the hoops I have had to jump thru, NAPA tells me too bad. Their $5 failed cir clip cost me $740 in damages and repairs. Fortunately my car didnt roll while I was away and damage someone else's property or hurt someone. I just happened to be there when it rolled. The original receipt for parts and then the transmission shop bill is in my uploaded documents. Both mechanics have stated they would submit a statement telling what happened just as I stated.
Business Response
Date: 10/21/2024
Hello ***** ******
It looks like your complaint has been taken care of. Please let us know if you have any other questions or concerns.
Thank you,
Customer Answer
Date: 10/21/2024

Complaint: 22413075

I am rejecting this response because:

Sincerely,

***** ******

They have not resolved the issue or even made an attempt to since I submitted this. **** also closed the original complaint to them on their website saying it was resolved and they had never even talked with me. **** has been making me jump thru hoops for months and never offers a payment for the damage their failed part caused my vehicle.
Business Response
Date: 10/28/2024
Hello ***** ******,
Upon speaking with *****, she stated she has made contact with you on multiple occasions and a member from our category team reached out to you to help you file a labor claim form. Please let us know if you still need some assistance on your complaint.
Thank you,
Customer Answer
Date: 10/28/2024

Complaint: 22413075

I am rejecting this response because:

janetvis fully aware of the situation i was told by Mr ****** at the claims center thatbi did not have a valid claim because the transmission shop did not keep the ground up cir clip that came off their cv axle. ***** has also not reached out to me anymore since Mr ****** told me I had no claim and that **** is not responsible.for collateral damage to other car parts when one of theirs fails. NAPA has made me jump thru hoops since day one and continually moved the target on me. Several people including *****, who is the regional manager, do not seem to be aware of the claim process.or, it could be they are just yanking my chain and making things up. I am trying to get NAPA /to do the right thing but judging g from their BBB rating of D-, i see they have a long history of not standing by their products. I will take them to small claims court if we cannot get this resolved here. I have 2 expert transmission mechanics who did the repair writing g statements that the cir clip from the new NAPA cv axle broke and became lodged in the parking paws as well as the differential which was destroyed . There was nothing left of the cir clip but ground up little pieces of metal ***** knows that as well as Mr ******* I provided them with the pictures the transmission shop provided me of the damage NAPA's failed part caused. Sorry NAPA, I am not going to give up or go away. No telling how many thousands of customers you have screwed with your lack of customer service and care. I fully reject your response

Sincerely,

***** ******
Business Response
Date: 11/07/2024
Hello ***** ******,
***** advised us she has tried to call you yesterday but couldn't reach you. She did leave a voicemail to get back with her as soon as possible so she can work on a resolution for you. Please keep us updated if she has touched base with you or not.
Thank you,
NAPA CUSTOMER SUPPORT
Customer Answer
Date: 11/07/2024

Complaint: 22413075

I am rejecting this response because:

Sincerely,

***** ******
Customer Answer
Date: 11/11/2024
Thank you for the opportunity to respond. My phone did not show any calls or messages from *****, the regional manager for ****. That was an issue early on as well. She said she called and I had no record of it. I have 2 numbers on my phone for *****. I did not see either of them in my history for that week. I would welcome ***** calling me or texting me at ************. She can also email me at ********************* ***** has been nice to work with but there are people with more power than her that have kept her from reimbursing me the $748, so Im not sure how she is going to be able to resolve this to my satisfaction. This whole thing started in late June and now we are in mid November. It really shouldnt take this long

BBB, again thanks for giving me another opportunity to respond.
Business Response
Date: 11/20/2024
Hello ***** ******,
***** ***** just notified us you agreed on a $500 reimbursement to cover the damages and repairs. We are working on getting this submitted and it will be delivered as soon as possible after it is processed.
Thank you,
Customer Answer
Date: 11/25/2024
I am tentatively accepting this offer but until the check shows up and clears deposit, then I would prefer that this case stay open. I will notify the BBB and ***** upon receipt of the check. So long as that happens, then I will happily have you close the case. So with that in mind, I would like to still be able to contact the BBB should I not receive the check soon. Until the money is in hand, then the case hasnt truly been resolved right??
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:10/08/2024
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 ordered a car battery online on 9/24/2024 for $319.69. It arrived in an extremely heavily damaged box on 09/30/2024. I called **** customer service on 09/30/2024 and spoke to ***** and requested that they issue a call tag for the damaged package and requested a replacement battery. I emailed her a photo of the damaged package. When I did not receive a call tag or any communication from ****, I called customer service again on 10/3/24 and spoke with ******, who told me that the incident number was INC7671308 and that they received my picture of the damaged package. He told me that the order for the replacement battery had been sent to their warehouse., and that they would issue a call tag for the damaged package. That same day, I received a call from ******** who told me that the battery was not in stock and offered a refund. I accepted this, As of 10/8/2024, I have not seen a refund on my bank statement, and I still do not have a call tag for the damaged package.
Business Response
Date: 10/11/2024
Hello ***** ****-******,
We apologize for the inconvenience this has caused you. We have attempted to contact you but was unable to reach you. Please get in contact our ********** Manager so we can help provide a resolution for you regarding your exchange.

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

Thank you,
Customer Answer
Date: 10/11/2024

Complaint: 22395340

I am rejecting this response because:
I called ***** on 10/10/24 and 10/11/24 and keep getting her voicemail and no response back. Thanks.
Sincerely,

***** ****-******
Business Response
Date: 10/21/2024
Hello ***** ****-******,
It looks like ***** ***** from our team has reached out to you and your refund was processed today. Please let us know if you have any other questions or concerns.
Thank you,
Customer Answer
Date: 10/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending posting of the refund to my account. Thank you!

Sincerely,

***** ****-******
Initial Complaint
Date:10/07/2024
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 returned the items through *** and the items were confirmed delivered to warehouse. I have called multiple times for my refund and each time. The agent tells me they have authorized the refund. I still haven't received my refund yet.
Business Response
Date: 10/11/2024
Hello Benjamin Davis,
We apologize for the inconvenience this has caused you. We have attempted to contact you but was unable to reach you. Please get in contact our HQ Service Manager so we can help provide a resolution for you regarding your refund.
Janet Annan
470 -930-1801
Thank you,

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NAPA Auto Parts Headquarters is NOT a BBB Accredited Business.