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

414 total complaints in the last 3 years.
168 complaints closed in the last 12 months.

If you've experienced an issue

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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:07/01/2025
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 would like my money back since the item was used. It was damaged
Business Response
Date: 07/03/2025
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. District manager ****** spoke with Mr. ******* on 6/27/2025 and had arranged for him to return to the store on Monday 6/30/2025. Please have Mr. ******* advise if he was able to return to the store as arranged 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.
Initial Complaint
Date:06/27/2025
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.
Friday June 27th ******* ******* the manager at advance auto parts in ******* **** tried to make me buy auto parts through ***** instead of swiping my card for the company but told me I wouldn’t have my warranty I told him I wanted the warranty so I’m ok with purchasing from the company inside the store he kicked me out the store when I told him I wouldn’t ***** him ** **** ***** ***** *** ** *** *****
Business Response
Date: 06/28/2025
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 Field Leadership team for this location. We will look into this incident and take corrective action as needed. 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:06/24/2025
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 have dished out over $3000.00 to have this part installed because of faulty parts that were purchased online from the Advance Auto Website, to pick up in store. The current rack and pinion that is installed, which is the third part I will have to have installed, on my vehicle is bad. I have tried to call corporate customer service and they are no help. They offered me a $100 gift card. I have broken down what I have spent and what will have to spend for the third part.

1 rack and pinion - Purchased and installed 11/2024 at $495.00 - paying the $700 in labor - total =$1,195.00

1 rack and pinion - Purchased 4/2025 at $495.00 ($495.00 refunded) - paying the $700 in labor - $700.00

1 rack and pinion needs to be replaced, (current one that was installed in April 2025 is bad) which will cost me another $495.00 plus labor $700 = $1,195.00

1 power steering pump, installed 4/2025 - $86.99 + $189.00 labor = $275.00

So, the total that will be spent (this total includes a rack and pinion if I decided to purchase from you) is $3, 365.99. Advance thought that offering me a $100.00 gift card would solve the issues.
Business Response
Date: 06/24/2025
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
apologizes for the experience with the several Rack and Pinion purchased
from us. As we have previously advised, Ms. *** will need to contact our Damage Claim department at
************** Option 2 so that a claim can be started. 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: 06/25/2025
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 have contacted the Damaged Part Department. They were only willing to damage the power steering pump. Advance Auto should be responsible for the two times that I have had to pay for labor because the parts were faulty. What about the two rack and pinions that went bad. And I have in writing that yes, I will get refunded the last order, IF I buy another rack and pinion part. I am not willing to buy another part. Three times I have bought from Advance Auto and all Three times, the part is bad. I want to be be refunded the total cost that I have paid to have this part installed and for parts. Now I have to worry that the new pump will go bad because the last rack and pinion that was installed April 2025, will go bad.
Regards,

****** ***
Business Response
Date: 06/27/2025
If Ms. *** can provide us with the documents for the 2 replacements in April, we can send that to the Labor Team for review. We can't guarantee that we will be able to assist with Labor, as the warranty is parts-only, but we are happy to see if anything can be done. 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: 06/27/2025
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am rejecting this proposal because A) the rack and pinion was not replaced twice in April. The first rack and pinion was bought and installed in 11/2024, which I contacted Advance Auto right away. The 11/2024 rack and pinion had to be replaced in 4/2025. I was told by Advance Auto that I needed to buy another rack and pinion in order to get a refund for the November 2024 part. I did that. That was the April 2025 install. When I contacted Advance Auto in June 2025, I was again told that I would be required to purchase yet another rack and pinion, in order to get a refund. The second rack and pinion (April purchase) is bad, but we have not replaced it as of yet. I wanted to make that clear. I have the paperwork for the 2 installs, as well as all the parts receipts and the one refund. B) I am also rejecting this proposal because I can't take the chance that the next department (Labor Department) will say no. Two rack and pinions have been faulty and only 2 were installed. With the second install the power steering pump, that was damaged from the November 2024 faulty rack and pinion, was also installed with the April 2025 install. As of June 2025, I will need a third rack and pinion because the April 2025 part is faulty.

Regards,

****** ***
Business Response
Date: 07/02/2025
We have issued a refund for Part #******* on Order #*********. Please allow 3-5 business days for the refund to reflect on your bank's end. We appreciate the invoices that Ms. *** provided; however, we are not seeing an invoice from the April 2025 install. Please provide that invoice so that we can further investigate this matter.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Business Response
Date: 07/11/2025
Ms. ******,Since labor
reimbursement is not included in the warranty, which is a parts-only
warranty, Advance Auto Parts is happy to issue Ms. *** a check for
$300.00 and a Gift Card for $100.00. The check and the Gift Card would
be sent to the address that Ms. *** provided when the complaint was
filed. Please allow 14-21 business days for the check and the Gift Card
to be received.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: 07/14/2025
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am going to reject this offer. Even say I was willing to buy a new part from an Advance Auto, I definitely would not buy yet another remanufactured part. I would want to buy a brand new rack and pinion, and the offer that Advance Auto is offering would not cover the cost. A new rack and pinion is $647.99, according to their website. Now, I would be willing to accept a new rack and pinion, at no cost to me, and a $400 check. That would cover about 60% of the labor and a new part. I am not willing to budge on the new vs. remanufactured. I have already purchased two that have failed.

Regards,

****** ***
Initial Complaint
Date:06/23/2025
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.
Online photo showed a rear drum that had a bearing and wheel studs on it. When I received it I called the local store which said the picture was wrong. I called online and the “highest person” *** in the escalation department offered me a $30 gift card and said there was no one higher to speak to. What I ordered (per the photo) was $74.99 x 2 pieces. Now to get all the parts it’s $74.99 x 2 for drums, $201.99 x 2 for bearings, $9.99 x 8 for studs and unknown cost on a ABS ring x 2. In order to do the repairs for my parents they just went from $150 to $630 plus the cost of the two ABS rings. The $30 gift card offer is a slap in the face. And for Amy to continually tell me she is the highest person to speak to is absolutely ridiculous. I’m looking how they can assist with the extra $500-$600 cost that my parents will incur because of what I consider to be a “bait and switch” tactic by the company. Company case number is ********
Business Response
Date: 06/24/2025
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.Advance Auto Parts apologizes for Mr. ****** experience. If Mr. **** can provide the year, make, and model of the vehicle for which the parts are intended, we are happy to look into this.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: 06/24/2025
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased rear brake pads for my 2010 Pontiac Vibe on 12/30/2021 with a Limited Lifetime Warranty and I was told at the time of purchase that they would only replace the brake pads 1 time under Warranty. I went to get a free replacement set of brake pads and was told that the Limited Lifetime Warranty is only for 2 years. Why wouldn't they have just had a 2 yr Warranty instead of a Limited Lifetime Warranty which is stated on my receipt that I have. (*** ****** ****** ******* ********)
Business Response
Date: 06/22/2025
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 the inconvenience. As stated on our website, as mentioned below, the Limited Lifetime Warranty is the lifetime of the part itself. These brake pads were purchased in 2021 and brake pads last between 2-3 years. Since this purchase was made December of 2021 the customer is no longer under warranty. What does Limited Warranty mean?Limited warranty is a warranty against manufacturer defects, normal wear and tear is not included. Warranty is for the lifetime of the part and not of the vehicle. The store would be able to determine if the parts are defective or not. 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: 06/23/2025
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.When I went to the Advance auto parts store the women at the counter that I dealt with didn't ask any questions at all. Didn't look at my old parts. She looked at my original receipt and said its longer than 2 yrs and that's all the limited lifetime warranty is good for and that I was past that time and she would not do anything. When I originally purchased the part I was told that they would only replace the brake pads 1 time under the warranty. Never said anything about the limited lifetime warranty only good for 2 yrs.
Initial Complaint
Date:06/20/2025
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.
She would not honor my return. I paid cash , I had the brand new part still in box and the receipt but she would not pay me and tried to give me store credit that I did not want or need . And I'm adding a little money for gas and my time that she wasted. She said they changed their store policy and only give on store credit now, even if I paid cash for it which I did .
Business Response
Date: 06/20/2025
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. Advance Auto Parts return policy is refunds processed to original method of payment within 45 days of the original purchase. This purchase was done 2/10/2025 and would not be able to be returned. The store offered the merchandise card to honor a return outside of the policy. Here is the link to full return policy. A merchandise card can be issued to honor the $46 requested by Mr. *****. This can be either a physical card or an E-gift card sent to his 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:06/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to store to purchase rotor back in January. Rotor was defective and has already had to be replaced within a couple of months. I returned to store where manager refused to issue me a refund, stated he could only process by gift card. I wanted my funds issued back to form of payment I used. I dont want this gift card. This is unacceptable and very unprofessional to be rude. I didn't pay by a gift card so I expect my money back the way I paid for it, I will gladly return this gift card. I would like this fixed or I will dispute with my bank. I'm hoping this order can be found with my phone number **********
Business Response
Date: 06/20/2025
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.Advance Auto Parts apologizes for the merchandise card being issued to him. This is standard procedure when a return is made without a proof of purchase receipt. If Mr. ****** can provide us with the 16-digit Merchandise Card number and the 8-digit PIN located under the scratch-off section on the back of the card. We are happy to have the card deactivated and issue Mr ****** a check for the amount of the card. We would also need a good mailing address for the check to be sent as this was not listed in the complaint.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: 06/23/2025
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 card numbers they needed is **** **** **** **** pin is showing ********. My mailing address is *** ****** *** ** ****** ** *****. Thank You.

Regards,

*** ******
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a battery from you all about a year and a half ago now and it was under warranty and got to the port where I continuously had to jump start it. I took it to the store I bought it from on ****** **** ** ******* FOUR TIMES, and each time they told me the reader shows it’s fine so they can’t replace it. I took it to the mechanic and they told me it has to be the battery, like a bad cell. I even talked to an online representative and asked what happens if I buy a new battery and it ends up resolving the problem and they REFUSED to answer. I took it back to advanced auto a couple months ago and it was still showing as good… at that point I went to ******** and just bought a new one. ******** told me they were surprised it even has to show as bad on your readers and that they just replace the battery during the warranty period as long as you give the old one. It’s been months and I haven’t had to jump start it since! Clearly there was something wrong with your reader. They took the old battery because or the core charge plus I wasn’t going to carry around a 50 pound battery around in a hot vehicle but I think I deserve my money back because you failed to follow the terms of the warranty and had me jump starting my cars daily for over 6 months while I was trying to figure out what was going on!
Business Response
Date: 06/18/2025
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. We apologize for the inconvenience. We were unable to locate the original purchase for the battery. Please provide the original proof of purchase along with the new proof of purchase for further assistance. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.
Business Response
Date: 06/27/2025
Our field leadership has contacted ****** ******. The customer has agreed to receive a $206.90 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: 07/07/2025
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.

Regards,

****** ******
Initial Complaint
Date:06/17/2025
Type:Billing 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.
This company has extremely deceptive practices. It offers multiple shipping options, charging me over $66 for the highest level of "urgent shipping" yet shipped the part via *** ******. They refused to provide a refund for this deceit. They took advantage of a desperate situation with the goal to take as much money as possible.
Business Response
Date: 06/23/2025
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 happy to look into this matter and assist as needed. However, we need more information to do so. What is the order number in question that the customer is referring to? Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.
Initial Complaint
Date:06/17/2025
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 have two vehicles I’m repairing outside my house so I was frequenting the advance auto parts located on the same street I live on about 2-3 times a day to grab parts/tools.
Several of the tools failed on me after one use or before completing a job.
I was also sold a power drill with a faulty battery, the charger indicated it’s faulty and it wouldn’t power the drill. Not even once.
The general manager and employees gave me a very hard time until finally making the return.
I came back a couple of days later to grab another thread repair kid since the two I purchased before failed/broke but I was told that my “attitude sucks” and was cursed out then kicked out of the store.
I contacted the 1800 two days in a row to try to get in touch with a district/regional manager and was told I would get a call back from one but never received anything. It’s been two weeks now
Business Response
Date: 06/23/2025
Thank you for providing us with the opportunity to address
the complaint that ***** ****** has filed. It is important for us to hear from our
customers, and we will strive to meet your expectations. We apologize for any confusion or inconvenience. Our field team advised that they have reached out to the customer and resolved the issue regarding this return. If that is not the case please advise and we are happy to escalate as needed. 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: 06/26/2025
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 never got a call back from the company after being cussed at then kicked out of the store so basically the issue was never resolved or dealt with. A
Business Response
Date: 07/02/2025
We have reached out to our District Manager to have him contact the customer directly and attempt a resolution. This call should be completed if not already by EOD 7/3/25. 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: 07/07/2025
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.
It’s July 7th now and I still have not received any form of communication from a district manager or anyone else with the company outside of here.

Regards,

***** ******
Business Response
Date: 07/14/2025
We have reached out to our DM who advised he spoke to the customer and advised once any"missing pieces of the sets that were purchased are located, the store will be happy to assist with a 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: 07/22/2025
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 finally get a call from the Dsistrict manager last week and he said he will be reviewing the stores video footage before we can proceed forward and that he will call me back. Absolutely nothing was resolved, I’m still waiting on his call back. What’s my next course of action?
Business Response
Date: 07/28/2025
Our field has advised that they will be happy to refund the customer once all of the parts and the pieces that are included with them are returned.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.