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

  3806 Campbell Avenue Lynchburg, VA 24501

  
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  Advance Auto Parts

  3545 Brambleton Ave Roanoke, VA 24018-6521

  
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  Advance Auto Parts

  2636 S Smithville Rd Dayton, OH 45420-2642

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  Advance Auto Parts

  3525 Merle Hay Rd Des Moines, IA 50310

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:04/18/2025

  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 for same day delivery (ordered prior to 7pm per company website for same day delivery and paid extra for that service). Not only did I not receive the order on the same day, I never received the order at all! I called the store and they were of no help so I am turning to you. Now I have to go into the store and spend more money to make my purchase. I am a senior citizen on a fixed income and must watch my pennies. Please help me and thank you for reading.

  

  Business Response

  Date: 04/19/2025

  Thank you for providing us with the opportunity to address the complaint that ****** ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We have located the customer's order and have cancelled the order in our system. Any authorization holds the customer may see will come off the account within 24-48 hours.  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: 04/19/2025

  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.Thank you for your assistance in this matter. I am grateful! Regards, ****** *******

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased these batteries in good faith on 12/17/2024. The store closing was a management decision. (Nothing to do with me). I was a loyal customer for over 10 years ) The manager of the store (friend) clearly told me the batteries were under warranty for one year. The enclosed receipt "clearly" shows the batteries were warranteed until 12/17/2025. I called customer service , took it up to a supervisor and was told , "too bad, we closed that store" all sales final. Wrong, I asked the manager and the receipt clearly states. I am asking for a full refund or a store credit I can use for an online purchase. That is fair !

  

  Business Response

  Date: 04/18/2025

  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. Advance Auto Parts understands the frustration with our customers of the stores that have closed in their areas. All sales from closing stores, have printed at the top of all receipts, “All Sales Final”. The batteries were sold at a discounted rate.  Advance Auto Parts could not remove the warranty information off the receipts, as these items are still full price on our website and other stores that are still open. All items sold at our closing stores do not have warranties with them. We have this printed on our website as well. We have included this link: ********************************************************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:04/16/2025

  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.

  2/23/25 purchased battery from Advance Auto. It did not fit in my car. I told them put my old battery back in the car. It took 1/2 hr to get it out and 1/2 hr to put it back in. They had to call 2 off-duty managers to come to work to figure out why the car would not start. I was at Advance for 4 hours and then had to have the car towed to a repair shop. The shop informed me my cables to the battery had been damaged. I had to replace the cables, bought the battery, pay for labor, and pay for Uber to work since car was overnight at shop. The manager at Advance told me to wait six weeks before a check could be sent to me. ******, the manager, had no issue with the refund of $297.00 that I was asking for in reimbursement. At 6 weeks, which was 4/4/25 I called the manager, and she told me the home office was still working on it. I called again on 4/15 and was told the same thing. It does not take 7 weeks to cut a check. I have attached receipts for the tow, Uber and car repair shop.

  

  Business Response

  Date: 04/17/2025

  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. Local field leadership has contacted Ms. ****** regarding the issue with the battery install. We have submitted a check request to reimburse Ms. ****** for her trouble. The agreed amount is for $297.00. This check will be sent to store 1995 once processed for Ms. ****** to pick up.  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: 04/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Advance Auto contacted me and they informed me I would be notified when a check would be available.  I picked up the check on April 24.  Thank you for your assistance with my issue.  It has been resolved and I am satisfied. 

• Initial Complaint

  Date:04/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on the phone with the gentleman to make sure i ordered the part right we'll of course the gentleman screwed up and sold wrong part then I had to reorder another part they had one sent from another store and it was broke they had to get another one and it was also broke they refunded the money for the pat and i had to order another part from **** **** this company coast me 200 dollars my mechanic charged me ever time he took off the part and I think that that was ridiculous I was on the phone for 25 mints with the man helping me order the right part come to find out ot was the wrong part then they sold use 2 broke parts that was ridiculous that's 200 I didn't have i am disabled 2 parts to be broke that's not right I have been taken advantage of from advance auto 1 part broke but 2 and was on the phone with them man who helped me order and he ordered the wrong part that 200 that I dodnt have my mechanic ***** **** and advance has the prof part was ordered 3/28/25 and taken back 3 times

  

  Business Response

  Date: 04/14/2025

  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. If this customer is seeking labor reimbursement we will need the following information.  • Original install bill ( Company Letter head from the Mechanic) Cannot be handwritten.    • Proof of Purchase for the replacement part or proof of the exchange.    • Repair bill or estimate of repair, it not already fixed. 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:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased front and back brake pads as my breaks were starting to squeak. Made the order online and picked up in store. Upon my brother arriving I was told only my front needed to be replaced. So a couple days later I went into the store that I purchased from to return the rear breaks. I was denied a return due to the product being opened but nowhere on either boz does it state front or rear so clearly we had to open the product to see which is which. I called the 1800 number to try and trouble shoot this problem to no avail I just want my money back for the unused brake pads as I’m currently in the works of selling this car and having Honda brake pads would be pointless

  

  Business Response

  Date: 04/11/2025

  Thank you for providing us with the opportunity to address the complaint that Ms. ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. The return policy states that items must be returned in new condition. The store team advised that the brakes were missing pins when Ms. ****** attempted to return them. To see the full return policy please visit ******************************************** Advance Auto Parts cannot accept this return with pieces missing. 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: 04/11/2025

  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. as pictured no pins are missing on these brake pads. I have been a loyal customer to this location and business since moving to the area 5 years ago and I will no longer be a customer  Regards, ********* ******

  

  Business Response

  Date: 04/16/2025

  The online order does provide front and rear on the part discerption as well as the Advance Auto Parts website. Order number ********* part ******* for the rear brake pads has been processed for a refund as an onetime courtesy. In the future Advance Auto Parts will follow the return policy and not be able to process a refund if the parts are opened.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:04/09/2025

  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.

  Purchased the battery jump starter on 4/7 charged it overnight and does not work. Store refused to exchange or refund.

  

  Business Response

  Date: 04/09/2025

  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 apologise for any confusion with this issue. Electrical items are seen as nonreturnable in most cases. However, they are supposed ot be available for exchange if they are defective. We have reached out to our store team and they will be reaching out to the customer to resolve this issue shortly.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: 04/10/2025

  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. The complaint has been resolved, the business has accepted my return and issued a refund.  Regards, ***** *******

• Initial Complaint

  Date:04/07/2025

  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.

  0n 09/26/2013 I purchased a radiator from Advance Auto Parts. I got a Ready-Rad Radiator (p/n ******) with a limited lifetime warranty. In 2023, after 10 years, the Ready-Rad radiator started leaking. I contacted my local Advance Auto Parts store, and on 09/24/23 they provided me with a Carquest replacement radiator (p/n ******) limited lifetime warranty. The Ready-Rad radiator that I originally had purchased was no longer available from Advance Auto Parts. In 2024, after only 9 months, the Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store again, and on 07/16/24 they provided me with a 2nd limited lifetime warranty Carquest replacement radiator (p/n ******). In 2025, just 8 months later, the 2nd Carquest replacement radiator started leaking. I contacted my local Advance Auto Parts store, and they said that since they had replaced the radiator twice before, and they would no longer replace it. I asked about the lifetime warranty. I told them that auto parts with lifetime warranties are supposed to warranted to the original vehicle owner/part purchaser for a lifetime or until the owner no longer owns the vehicle. The Advance Auto Parts customer service representative said they would not replace the radiator and would not refund the $251.99 cost for my current leaking radiator. Apparently, Advance Auto Parts no longer adheres to their own stated “lifetime warranty.” Both defective Carquest radiators leaked at the same spot. Being a retired, 30+ years, Automotive Design/Release Engineer, I am sure that these Carquest radiators are not designed and/or manufactured correctly. I would bet that Advance Auto Parts resourced their (p/n ******) radiators to a very low-cost Chinese suppler with no concern about the supplier’s design and manufacturing capabilities. I attached copies of all my radiator receipts, and the Advance Auto Parts Limited Warranty Policy.

  

  Business Response

  Date: 04/07/2025

  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 are sorry to hear that Mr. ****** is having trouble with the radiator. The Limited lifetime warranty is for the life of the part not the vehicle. Attached is a screen shot from the website with this statement highlighted. The average life of a car radiator is 8-10 years. With the original purchase being in 2013 the radiator would have no longer been under warranty when exchanged in 2023 and 2024. Advance Auto Parts can offer a $75 dollar gift card for the inconveniences but will not be able to warranty or refund the radiator. The gift card can be mailed to Mr. ******** home or sent via email. 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:04/06/2025

  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 3/22 I purchased a coolant temperature sensor online for store pickup in ********** ** ***** ********* ***. After researching the repair further I decided to take my vehicle to a professional instead. On 4/6/25 I attempted to return the item to the store. They told me this item was non-returnable per their policy. The problem is at no point does the site identify this item as non-returnable. No mention of the exclusion of typical return policies on the product page or checkout. I certainly would not have purchased it if it was reasonably communicated the product would not be allowed for a return.

  

  Business Response

  Date: 04/07/2025

  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. The item the customer purchased is concidered non-returnable per our return policy that can be found on our website. As a courtesy we have refunded the online order the customer placed.  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: 04/07/2025

  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.While a refund was my goal and what I received, I believe Advanced did not address the underlying issue that caused this disagreement.  Their response was that the item's status was mentioned in their return policy.  While this is true, it is unreasonable to expect a customer to check the return policy for an assumed returnable part (if not used).  Advanced Auto should inform the customer as they browse the product and especially after they add the item to their cart with a clear purchase intent.  Won't be an issue for me -- as I will choose other auto parts stores in the future. Regards, ***** *******

• Initial Complaint

  Date:04/03/2025

  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.

  Today, on April 3rd 2025, I went in to use the battery check service to see if my battery levels were low enough for me to buy a new battery. I went in and spoke to the employee at the front desk and he responded “just get a new battery”. I told him I had just purchased this battery a couple years back and wanted to check the lev le on the battery before proceeding. He responded “when I have no customers, I will proceed to help you” and retreated back on his phone. He then responded “you can come back in 45 minutes and if there’s no customers, I will assist you”. So I had many questions running through my head. Am I not a customer and why am I not being treated like one? Am I just hanging around the store? Does this issue correlate with race because it seems that one race was being assisted more than others (per video evidence). As a customer, I never want to be devalued to the point where it causes psychological stress. Where someone tells you “you’re probably not going to buy anything so we’re not offering you any services”. It’s truly saddening to see and the psychological stress outweighs any amount of money to be obtained, legally.

  

  Business Response

  Date: 04/04/2025

  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.   Advance does apologize for the inconvenience. That is not what we stand for. Please verify the store location. This will be escalated to the field leadership.  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:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband went advance auto on **** * ***** *** ******** ** ***** and he didn't like the treatment they give him. They act they didn't want help him out. Nobody shouldn't be treated like that. We just brought a battery want keep a charge so he went to there test the battery and they act like they didn't want help him with. We purchase the battery with a warrant. We just went a other battery. They need to training their employee how to treat. customers. We can go to a other store who will help a customer and not getting treat dog. The manager broke hippa violation was complaint tho him and he went out and told my husband. What i said to him should not went out that door to him

  

  Business Response

  Date: 03/29/2025

  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 are working with the customers local store to find a satisfactory resolution for this customer. We will advise any resolution updates once we have them. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.