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

  1336 Plantation Rd NE Roanoke, VA 24012-5713

• 

  Advance Auto Parts

  3806 Campbell Avenue Lynchburg, VA 24501

• 

  Advance Auto Parts

  3545 Brambleton Ave Roanoke, VA 24018-6521

• 

  Advance Auto Parts

  2636 S Smithville Rd Dayton, OH 45420-2642

• 

  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:07/29/2025

  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 had gotten a battery change not even a year ago from this store. A couple days ago I got stranded for 45 minutes at a grocery store because my battery died, which I had gotten replaced by Advance Auto Parts not even a full year ago. After someone kindly helped me jump start my car, I went to the shop and asked for them to change the battery. They told me that they would not help me and would not change the battery unless I payed the full price. I told them that I got my battery changed less than a year ago which should still be allowed to be fixed for no price. There is a 1 year warranty from when I got it replaced at their store. Both sales associated, *** ******** and ***** ****** were not understanding and were being rude about this, stating that they could not help me and I still needed to pay. I am contacting you guys to help me be able to get it fixed for free as the battery should still be under a 1 year warranty from when I had it replaced last year. Unfortunately I do not have a receipt but it has not been a year.

  Business Response

  Date: 07/29/2025

  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. Advance Auto Parts warranty policy states that replacement parts get a 90 day warranty or the remained of the original warranty, whichever gives the customer the longer warranty time frame. ****** ****** original purchase was 11/11/2022 giving the battery warranty until 11/11/2024. It was exchanged 6/25/2024 which makes the warranty on the replacement part up on 11/11/2024. Warranty does not start over new on replacement parts. Please see the full warranty policy at:***************************************************Advance Auto Parts can offer an onetime courtesy 40 off Speed Perk code or Advance Auto Parts gift card to assist with the repurchase. 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: 08/03/2025

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

• Initial Complaint

  Date:07/28/2025

  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.

  Ordered a front trailer hitch for my truck 7-4-2025. I havnt ordered from advance in a long time, so i made all the changes of address on the app, and even changed the store location to current location. When i checked out i know i hit the box for shipping same as billing. About a week later i was wondering were my hitch was, i checked my email and noticed it was delivered to an old address in a state i dont even live in. Contacted advance, was advised they would send ups to collect package and send to me. A week passes by and no hitch. Contacted them again and the service rep basically told me to kick rocks. To handle it myself. When i spoke to a manager she said i would get the part regardless or a refund. I got neither a refund or the part.. Against my better judgment i ordered another hitch from them and it was sent to correct address, received today. So i paid $350.98 for a $177 item. I dont know if they had a glitch or something in their system but i am 100% positive i checked the box. Lets say even if i didnt check the box, i still dont have my product and i still overpaid for it and they didnt do their due diligence either way to make it right. Ups never attempted to retrieve the package after i was told by management they have a contract with them to do so. Would like a refund for $177.98, i already ordered and received new one.

  Business Response

  Date: 07/28/2025

  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 apologize for this experience. We have refunded the original order and it will be sent to the original form of payment. The customer will receive the refund in 3-5 business days.  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: 07/28/2025

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

• Initial Complaint

  Date:07/25/2025

  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.

  I contacted a local Advance auto store in my area to get help with a Die Hard battery that’s in my vehicle, that had a x3 yr warranty on it. The battery wasn’t purchased by me, but was placed in my vehicle upon purchasing my vehicle from a reputable dealership in *****.When I spoke with the local store, as well as another number that was given to me(which may have been a corporate office. I mentioned that I thought that I had purchased it myself; but the last battery I purchased was on my previous 2007 Honda CRV that I owned right before purchasing my present one. So, I got them mixed up, and that’s why whe the store searched by my phoen numnber, they couldnt locate the purchase for the 2009 Honda I presently own. There were purchases concerning my previous 2007 Honda CRV.I’ve owned two Honda CRV’s (have proof) within the last x3 yrs, the other one caught fire in Sept 2023, and I purchased my 2009 a couple months afterwards. So, I've only had it, will be two yrs in October 2025. Once I realized that the battery came with the vehicle, I asked if they can still honor it, because I wouldn’t think that should matter if I hadn’t purchased it. The battery should have still been honored, replaced and/or I should have been able to purchase another one with a discount or some form of credit amount.Just because I myself didn’t purchase it, shouldn’t have been an issue. We know the dealership **** ***** in ***** didn’t steal the battery to place in the vehicle. They place a new battery within it, and I just happened to purchase the vehicle 1 1/2-2yrs afterwards. It really shouldn’t have mattered who purchased it, it was a Die Hard Gold x3yr warranty with the date on it (Dec2022) and I purchased the vehicle Oct 2023. I’m so disappointed that advance auto wouldn’t accept or honor it. I shouldn’t have had to go elsewhere and purchase another battery else where. As if they expect that I myself, may have stolen it.

  Business Response

  Date: 07/28/2025

  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. We are sorry to hear that Ms. **** had trouble with her battery. Advance Auto Parts warranties are non-transferable. Any part purchased from Advance Auto Parts with warranty states that is warrantied as long as you are the original purchaser and within the warranty time frame. See the full policy at: ***************************************************If the battery was in the vehicle when purchase Ms. **** would have needed to work with the dealership to get the battery exchanged. Warranty is not based off the date code on the battery but the date that it was purchased as when an exchange is done the date code on the battery will change but the warranty on the replacement will be 90 days or the remainder of the original warranty. 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: 07/28/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me because at this time, there isn’t much I can do about it. I may take it further by poss contacting the dealership. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/23/2025

  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.

  They have skimmers set up on top of the actual payment devices they use to take payment and steals from customers and their own employees I have transactions I never made in the store or online appear on my bank account I don’t think they realize the address come up on the bank transaction/statement.

  Business Response

  Date: 07/23/2025

  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. We have checked for purchases in Calumet Part for the month of March 2025 and could not locate a purchase for $892.00. If Ms. ******** is seeing a charge she will need to dispute the charge with her bank. The concern with there being a skimmer on the payment device has been reported to investigate further and address. 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:07/23/2025

  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 07/10 i went to Advance to purchase a bulb for my vehicle. i told the guy my issue and he looked at my car and told me what i needed. He searched my car in the system and found bulb for my daytime running light. I took it to my mechanic and he unpackaged the bulb and proceeded to change the light just to find out i was sold the wrong bulb. The mechanic removed the bulb and took it to the closest auto store and got the right one. I attempt to return the wrong part which was sold to me and was informed they did not accept open merchandise.

  Business Response

  Date: 07/23/2025

  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. Our return policy does state that any item returned does need to be in the original packaging and in unused condition. If the customer would like to provide the store location or a copy of the receipt we can try to work with the store to accommodate a one time courtesy return. 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: 07/25/2025

  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:07/19/2025

  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.

  7/12/25 I purchased an alternator from advance auto parts that required me to return a core or pay a penalty of 71$. Today 7/16/25 I returned the defective remanufacured alternator from advance auto parts. I was refunded the 159.69 that I paid. I how ever was not returned my core or a cash value of my original core part (71.00$) I returned on 7/12/25 I called to have my original part returned or have the value of my core refunded. The total I should be refunded is 230.69 not 159.69. By not returning my original part or not refunding a value equal to my core part advance auto parts is stealing people's parts and selling them to a rebuilder. Advance auto parts was unable to correct the problem.

  Business Response

  Date: 07/19/2025

  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. Looking over Mr. ***** order he was refunded the 71 dollar core and the new part purchased as well for a full refund of what he paid. As cores are state mandated and it is required to send them back once received by the store the original part would no longer be available to give back to Mr. *****. If he provides the repurchase receipt showing how much he was charged on the new purchase for a core fee Advance Auto Parts can then refund him that core charge via check. In order to send a check a receipt showing how much the core fee was will be need. 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: 07/19/2025

  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.Hello let me make this clear. The original price was 230.69 that included a 71$ core charge. If I had not returned a core I would have been charged 230.69 and still had my original part.I returned the core at time of original purchase which brought my total down to 159.69. So now because you have my core and the purchased alternator I'm and out 71$ and my alternator. Cores and core charges are not stated mandated they are a way to get people to return cores to rebuilders.As any parts professional would know any new nonremaufacture part does not require core charge.
  Regards,
  
  **** *****

  Business Response

  Date: 07/23/2025

  Store **** has confirmed that Mr. ***** original core was shipped back and no longer in the store for us to return it to him. Please have Mr. ***** provide the repurchase receipt. Advance Auto Parts cannot assist further without it. 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: 07/23/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I purchase a new alternator from a individual (no core was required)Let me put this in perspective for all parties, if I was to ask for a refund for your defective alternator then not return said defective alternator, you would not give me a refund. So why should I not be able to get the value of my original alternator returned to me if you can't give me back my original part. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:07/08/2025

  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.

  I went into store **** on 6/28/25 and purchased a gift card in the amount of $75.00. I gave this gift card to my husband at his birthday dinner that night. It was left on the table and the restaurant manager reviewed cameras and confirmed it was thrown away with 2 other gift cards during clean up. The other 2 gift card vendors replaced the cards immediately and cancelled the old cards. I called advanced **** who informed me to call customer service for a replacement card as I have the receipt from purchase. After I called customer service they have refused to replace the card or even offer a store credit. $75 gone and nothing will be done. They say it is at cash value but my issue with this is that the employee at store **** told me that it would be replaced. Very irritating and a waste of money, I do a lot of business with advanced as well as my husbands mechanic shop and we are being treated like outsiders. I only want another gift card. Not a refund. Just a gift card with the amount I already paid so my husband can have a birthday present.

  Business Response

  Date: 07/09/2025

  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.   The gift card has been deactivated. A new gift card in the amount of $75.00 will be sent to the address associated with this 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: 07/09/2025

  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:07/08/2025

  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.

  I ordered a pair of CV Axles from Advance Auto Parts online (Part # ******** and Part # ********) in 2015 or 2016. I tried to retrieve the order information, but I could not find any orders placed before 2017. I called Advance Auto Parts to find out why and was told that the company switched to a new system in 2016, and the system could not find any online orders placed before 2016.
  I was told to provide a bank account or an old email record to reflect that I had placed the order. However, I placed that order when I was in **** ******** and got rid of bank accounts there after I moved out of the state. I am living in ****** now, and I do not have the old bank account information. I also deleted old emails that were long ago. Had I known that Advance would change the system and lose the order information, I might have saved the order information. It was Advance’s fault that they lost all the order information before 2016. In comparison, **** **** has no problem tracking old orders placed.
  Here is the case number ******** that might help the process. I hope Advance can either find the order information or honor the warranty by sending me the CV Axles online (Part # ******** and Part # ********) to my address: **** ** ******* ****** ******* ******* ***** *******

  Business Response

  Date: 07/15/2025

  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 with any changes. We did not change systems. We did have our Ecomm Data team review all orders for the time line mentioned below and the part numbers provided. They have assured us no orders were placed for those parts during that itme. We are happy to try and assist if more information can be provided so that we may search more. Our warranty process does require proof of purchase be present. 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: 07/15/2025

  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 called the customer service about the missing order inforamtion issue of the CV axles for my 2002 Camry in 2022 when I replaced CV axles for my 2006 Fusion, and the customer service representative told me that they chanaged the system and lost order informations placed before 2016, and they could be happy to locate the order information and replace them if I call them later when I need to replace them. Fast forward to 2025 when the Camry CV axles do go bad, I called the customer service and the customer service confirmed again that Adavnce changed system and lost all online order information placed before 2016. However, she could not find my order information even though she tried very hard. Now, the Advance representative who replied the complaint just blankly said that they did not change their system. It is hard to believe so. If Advance Auto Parts did not change the system and lose online order information placed before 2016, why all my online orders before 2016 (not limit to the 2002 Camry CV axle orders) disappeared? BBB should investigate their blank statement- they did not change system. 
  
  Regards,
  
  **** ****

  Business Response

  Date: 07/23/2025

  While we do updates we have not changed systems. We did have our Ecomm Data team research this and they have assured us that no such order was placed even in our achieves with the date range and information provided. Sadly, without a proof of purchase we can not assist with this warranty at this time. 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:07/06/2025

  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.

  I placed an order on 7/4/25. I spent the entire day on 7/5/25 trying to reach the store in ***** ******* ** to get the status of the pickup order. Even your customer service line was unable to reach them. I finally got inntouch with the store 6 hours later. I was informed my order was ready. I drove over an hour in bumper to bumper traffic to the store. I arrived and was handed my prder wrapped in plastic. I advised the store associate it was not the correct item. They advised it was and it was correct and whole and just stickered wrong. I took the order and drove the same miserable drive home. Arrived home and not only was it the wrong item, but it was missing 75% of the pieces and the only piece there was damaged. I tried for hours again to call the store to findnout hoe to rectify this. I got no answer again for mamy hours. Now I am reaching out to you.

  Business Response

  Date: 07/07/2025

  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. This customer contact us on 7/5/25 regarding this order. This order was refunded on the same day. We researched to see if we could assist placing an order to be shipped to him or to his local store but the products are out of stock. The customer was informed of this and given a $20 off coupon for the inconvenience.  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:07/04/2025

  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.

  On July 4, 2025, I placed two orders (#********* and #*********) and received confirmation at 10:47 AM that they were ready for pickup. I arrived at Advance Auto Parts at **** * ******** **** ******* ** ****** around 1:30 PM. One of the store employees—an African American male—displayed open hostility toward customers, slammed the counter, and used inappropriate language. When it was my turn, he was dismissive, refused to confirm my name, and became aggressive when I asked why my confirmed order wasn’t available. He shouted at me and refused to provide a receipt when I canceled the order.

  Business Response

  Date: 07/05/2025

  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 researched both orders and show they were cancelled in our system. Any authorization holds for the orders will expire in 24-48 hours. The issue with the employee at this location has been escalated to the field team and any corrective action will be taken if necessary.   Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.