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

  5008 Airport Rd NW Roanoke, VA 24012-1601

  
• 

  Advance Auto Parts

  5504 Fort Ave Lynchburg, VA 24502-5318

  
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  Advance Auto Parts

  2000 2nd St Richlands, VA 24641-2306

  
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  Advance Auto Parts

  4917 Country Club Rd Winston Salem, NC 27104-4505

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  Advance Auto Parts

  1348 Highway 394 Blountville, TN 37617

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

• Initial Complaint

  Date:03/07/2023

  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 12/11/2022 I purchased a water pump and a thermostat for my 2013 Audi Q5. The water pump and a thermostat that was sold to me by Rep. ***** *., was not compatible. My vehicle was not receiving the required water temperature needed for my Audi Q5 to function properly without the check engine light staying on and the temperature gauge staying in the required temperature range. So, I had to take it up to the Audi dealership and pay for a diagnostic, upon the Audi dealership doing the diagnostic, they found out it was the Advance Auto Parts water pump, and a thermostat was not compatible with my 2013 Audi Q5. I had to pay $3,168.20. to the Audi Dealership for the water pump and a thermostat and labor fee for my vehicle to run properly. Now after Advance Auto Parts selling me the wrongs parts for my vehicle, they do not want to give my money back, they offered to only give me the same parts over again.

  

  Business Response

  Date: 03/09/2023

  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 the customer has experienced due to the parts not being compatible with their vehicle. We are happy to refund the customer for his purchase with us via check. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/22/2023

  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 check was for $219.98 and was not for all of what was purchased on the receipt. Regards, ******* ******

  

  Business Response

  Date: 03/22/2023

  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 and error on our part. We pulled the incorrect purchase information from the proof of purchase. We have issued a check for the remaining  $61.50 and have it set to be shipped out as soon as possible under next day air. 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: 04/06/2023

  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 other check for $61.50.  Regards, ******* ******

• Initial Complaint

  Date:03/06/2023

  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 prepaid for a muffler and 2 muffler clamps for a 2002 For Mustang. I was told by one of their staff that ***** ***** muffler repair shop sometimes orders from Advanced. The muffler was not in stock and would be in stock the next day. The intention was to have everything delivered to *****. The following day I went to ***** **** and I was informed that the install of ***** **** muffler would be less that Advanced Auto Parts muffler. I decided to have the muffler shop install the muffler. When I went back to Advance Auto Parts the following day they refunded the cost of the muffler but claimed I picked up the clamp because they had it in stock. I did not pick up the clamps but the person behind the counter texted the person who did the transaction and they claim I picked the clamps up.

  

  Business Response

  Date: 03/06/2023

  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 wish to assist Mr. ****** with his issue regarding the muffler clamps. To further assist we would need the customer to provide his proof of purchase or provide the Date and exact amount of the purchase so we can locate the receipt. If Mr. ****** can provide us with the store location and a name or description of the employee, he had the interaction with, Advance Auto Parts wishes to investigate the matter and rectify the situation.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/07/2023

  Ive misplaced my receipt, however the manager told me I wouldnt need one since the products have not been picked up via special order.  The store address is **** ** ******* ** *********************. I dont recall the persons name I spoke to, however it was a female. **** ******

  

  Business Response

  Date: 03/08/2023

  The General Manager ****** at store **** has confirmed that she has reached out to Mr. ****** and will issue him a full refund to his original form of payment. Mr. ****** has agreed to meet on Friday the 10th in the store for his refund.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/04/2023

  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 four spark plugs, and an air filter for my car. I got home started working on my car and opened the spark plug boxes and one of the spark plugs was the wrong plug in the correct box so I had to go back to the store and get the right plug. Got home installed the plugs and started draining the oil and went to put the air filter on and it was the wrong air filter in the correct box. So I had to go back to the store again wasting my gas so I could get the right filter. The boxes were the correct ones but the parts were in the wrong boxes. I shouldn’t have to open every box before I leave the store to make sure the parts are the right ones in the box. I had to end up paying more for the air filter than what I paid the first time because I had a discount code and they wouldn’t honor it even though I used it when I bought it the first time. They said hopefully you don’t have to come back to replace any of the other parts you bought. If all the items I bought were wrong for me I can imagine all the other parts other people have bought that were wrong. It’s very frustrating that out of the 6 items I bought 2 of the items had to be returned. With gas prices the way they are right now I do not want to have to drive a few miles to have to return an item that should have had the correct parts in the correct box. It made a simple job into an all day job because of this incompetence,

  

  Business Response

  Date: 03/05/2023

  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 forwarding Mr. ******** concerns to the store leadership team. We will also be mailing Mr. ****** a $30.00 gift card to the address listed on the complaint for your next Advance Auto Parts purchase. Advance Auto Parts greatly apologizes for the poor shopping experience Mr. ****** had 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: 03/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  Date:03/04/2023

  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.

  When making a purchase of optima D34/78-950 BATTERY ON 3-4-23 POP UP OFFERED 20% OFF. I also had $25.00 in speed perks. First i was refused the VIP discount by ****. Asked for Supervisor, and ****** said I could have the discount but then refused to let me use all of my speed perks. I have been an elite / vip for over ten years. I used to have a ****** discount but times have changed and that is obsolete. I am disgusted that Advance Auto Parts has become hard to get to honor Elite / VIP offers. Now you call in and wait for a long time and it is always a hassle to buy anything.

  

  Business Response

  Date: 03/05/2023

  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. Batteries are excluded from discounts, as stated on the Advance Auto Parts website. All Speed perk reward members have the ability to merge coupons up to a $20 limit. We do not exclude status, this applies to Club, VIP and Elite members. The more you spend the more you earn. So our VIP and Elite members earn more coupons.  Customers can use merged Speed perks up to $20 on eligible items.   Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/20/2023

  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.***** from Advance Auto Parts called me just now. She resolved my issue. Please show my complaint as satisfactorily resolved. Regards, ******* ****** 

• Initial Complaint

  Date:03/03/2023

  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 3/3/23 I was sold a used battery, I went to pick up an online order and was given a battery with worn terminals. I pointed this out to the woman that was helping me and she told me this was the only battery they had. She also told me that since it was purchased with ****** that she could only do a refund and I would have to wait 4 to 6 weeks for it to process and that she could not exchange it for another battery size (vehicle take 24f and 35). I was also told that since their systems were down, I would have to come back next week to pick up the new battery. It is obvious this was used but since I would be stuck waiting 4-6 weeks to be able to replace it I had no choice but to take it.

  

  Business Response

  Date: 03/05/2023

  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 working with Mr. *********** local store #***** ******* ** **** **** ******* ******* ** to find a resolution. The store manager *** has agreed to refund or exchange the battery for Mr. *********.  Mr. ********* will be going to the store at his convenience to have this resolution completed.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:02/24/2023

  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 was sold a bad starter. I had to pay 2 times to have the starter replaced. When I asked for the new starter to be place under warranty with my information the employee refused to do so.

  

  Business Response

  Date: 02/24/2023

  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 to Mr. ****** for the poor experience he had with his local store. However, the store location regarding the complaint was not provided. If Mr. ****** can provide us with the store location of said incident and a name or description of the employee, he had the interaction with, Advance Auto Parts wishes to investigate the matter and rectify the situation. As well as if Mr. ****** still needs a warranty exchange or has already repurchased the part. If he has repurchased the part we request the receipts for both purchases so we can best 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

  Customer Answer

  Date: 02/27/2023

  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. See Attached receipt submitted with the complaint Regards, ******* ******

  

  Business Response

  Date: 02/27/2023

  Thank you for sending Mr. ****** response. I see that the store on the attached exchange receipt is store **** ******* ** ** ******** **** ********* **. We are working with our store team to find a resolution for Mr. ******.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:02/24/2023

  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.

  If I could give a negative response, I would. Incident 1: Went to the store and needed windshield wipers for my 2019 chevy. The cashier 1st off gave me the wrong wipers, they had to then refund me and then charge me for the 2nd pair(repeat 2 more times). I informed them I just needed the wipers and my son would install them, It took them 3 hours to install the wipers after in said repetitively you do not have to install, my son will. Incident 2: Went into the store to see about getting a replacement FOB for my car. The older gentleman took his pocket knife and took the rubber(the lock, unlock, remote start, panic buttons) off, during that process his pocket knife shorted out my key FOB($250 to get a new key and have it programmed). I gave a bad review on google, Advance Auto replied to my review to call ########. I called that number to finish the complaint and then a couple of days past and the District/Regional manager called asking me to describe the problem. I did and he chuckled at the resolution. Every since then I have been getting texts/calls/emails asking me to complete a survey. I called the 800 number again to tell them to either fix the problem or stop with the emails/texts/calls. Take your business to another auto parts store or they will end up costing you more money in end. Will not spend another dime in that store.

  

  Business Response

  Date: 02/25/2023

  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. The General Manager and the District Manager have worked with Ms. ******* to assist in taking care of the error made by the team member. The quote to have the damages repaired, has been submitted with the field leadership team.  We apologize for the inconvenience this has caused. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 02/28/2023

  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 will not close the case until it is fully resolved Check in hand to fix the key fob Regards, ***** *******

  

  Business Response

  Date: 03/07/2023

  We have submitted the check request for Ms. ***** *******. This process takes 14-21 business days for the check to arrive. Advance Auto Parts will be sending this to the PO Box. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/07/2023

  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.  Once this has been resolved and check in hand, I will then consider this case closed until I receive the check in my hand I refuse to close this case.     SO I MY OPINON THIS IS NOT RESOLVED.     Regards, ***** *******

• Initial Complaint

  Date:02/23/2023

  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’ve shopped quite a lot for automotive,but the store on veterans always gets my orders wrong it’s always part doesn’t fit or wrong item.

  

  Business Response

  Date: 02/24/2023

  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 do apologize for the customers experience with one of our store locations. As the customer requested we have opted him out of receiving company communications.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:02/22/2023

  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 my part online And never got to me.. Went to the store and got cops called on me... When I thought the problem was resolved I was giving the wrong Parts...

  

  Business Response

  Date: 02/24/2023

  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 set up a new order for the customer for him to pick up the items at his local store. We were advised that he was given the wrong part.  Mr. ******* was advised that he could return the wrong part at the store and we would refund him for the order he never received with his same-day home delivery order.  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: 02/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *******

• Initial Complaint

  Date:02/18/2023

  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 have purchased a battery around a year ago from advance auto in ********* ** ** ************* *** The batter has gone bad already. In less than a year. I have tried to have them honor the warranty, but they continually refuse. I have had multiple battery tests from multiple places, all of which state the battery is dead. When I go to the store to have it replaced, they say it's fine and refuse. We even brought the battery tests to show to the clerks, and they just shrug and leave. Absolutely pathetic customer service. They have left us no choice but to take legal action for blatant violation of warranty law. I have attached the most recent battery tests. FROM TODAY. Just got back from the store where they refused to replace again. Absolutely disgusting business. Never buy from advance. Ever. Plenty of places to buy car parts. Just go anywhere else.

  

  Business Response

  Date: 02/23/2023

  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. The General Manager, ******** ****** has attempted to contact the customer and left a phone number for them to contact them directly to assist in the warranty of the battery. We advise the customer to please reach back out to her in order to assist Mr. ****** further with the battery. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.