ComplaintsforAdvance Auto Parts

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Online they are false advertising a discount code. I went to store number ***** today. The online discount code clearly states that the offer is 15% off with (no minimum) and it clearly says offer available online and in store. The item was $10.99 the discount said it would be $9.34. The person at the register saw the screenshot of the discount on my phone where it clearly said offer available online and in store. he gave me the phone back and said it just says available online. Therefore I paid full price for the item. Advance Auto Parts customer service rep. emailed me claiming that they could not do anything about it because ****** offers something different information, even though it's Advance Auto Parts products. She claimed somehow they are not responsible for the false information that ****** is offering about their company and store products. I have included the screenshots of the email response acknowledging their false advertisement. Also attached is the screenshot of the discount as well as the item.

  

  Business response

  03/12/2024

  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 unable to directly control what ****** has listed for us as it is for all companies. We can request a removal of information, as can Customers, when that information is found to be inaccurate. Please advise the details of what was searched on ******.com to find that code and if any other websites were used or what links were clicked to find this promo code. Advance Auto Parts will submit to ******.com to take it down. Please see the screen shot provided of advanceautoparts.com website and where the exclusions can be found for coupon codes. We would also like to ensure that our valued Customer knows that all offers or discounts for our website, shop.advanceautoparts.com, can be found under the Special Offers section then click the Coupons and Deals.We will be sending Mr. ******** a $5 gift card 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 response

  03/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed IS A LIE. Advance Auto Parts are false advertisers and Liars.I have included the screenshot of their actual website showing the same exact product with the same exact promotion code and the same exact price. This is actually Advance Auto Parts website. so the fact that they are blaming something on ****** is pitiful. I would appreciate if they could explain why their website is showing the same so-called wrong information that ****** is showing.  Regards, ******* ********

  

  Business response

  03/21/2024

  The screen shot Mr. ******** has supplied is the price with the online promotional code. I have attached a screen shot of a ****** search about online promotion codes. This search shows that the online promotion codes are not available in store. Mr. ******** can make the purchase through online to pick up in store for the price of the product with the promotional code added. Mr. ******** can visit the website as well for full terms and conditions. A $5.00 gift card was emailed to Mr. ******** that he can use to purchase the product in store or online with the promotional code added to 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.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 4th I was in the advance auto parts store in ************* ** ** ***** ********* *** I used my bank card to purchase a car battery the total was $224 I was planning to make a split payment I first put my card an pin to debit $216 from my account an would pay the $8 difference I immediately got a text message from my bank saying they covered the transaction for $216.00 the store employee said nothing showed on the system that it went through so I did not get the battery because even after having another store employee count the drawer an check their system they were not seeing the payment even after showing them it came out of my account that employee was leaving notes for the next day on duty manager so they can call corporate after not hearing from them that next day on March 5th I drove an hour an 10 mins back to the store the employees working acted like they didn’t know what I was talking about so I showed them the debit from my account an explained he said he would call corporate an get back to me I said no please call corporate now I want to talk to them he called didn’t let me talk said he was told they see it just not under my name an it was in the process of being reversed if I didn’t see anything in my account within 5 days to go back to the store it’s now a week later nothing so I call them they say I have to call corporate so I call corporate spoke to ***** she told me that I would have to wait for a call from another department to handle it so I ask for a supervisor she put on ******* the manager she told me they don’t see it was escalated to the right department that the store employee spoke to a ***** on the 5th but she must not of understood what he was saying an nothing was showing returned on their end yet an said that ******* was emailing the retail credit department an I should expect a call within 24 hours that there wasn’t nothing they could do. This situation caused me an overdraft fee of $15 now an my account is messed up

  

  Business response

  03/12/2024

  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. I am sorry to hear the customer shows a pending transaction on her account. This was escalated to our Retail Credit team to look into the system as there was no completed transaction at store level. The results of this search are that the payment declined, and no funds were collected. I have attached a photo of the results. Ms. ******* will need to reach out to her bank as there is no pending or completed charge in our system to send back to her. The Retail Credit Department will not be reaching out to Ms. ******* as we are required to respond through the BBB once a complaint has been filed. Advance Auto Parts is sending a check to the address provided to cover the overdraft fee of $15 dollars. 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

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi my name is ******** *******. I ordered through the advance auto parts app my order number was #********* in the amount of $188.74 on March 05 2024. I ordered some parts and I have yet to received them. I contacted advance auto parts when the items said delivered we filed a claim with the delivery company and they told me to give it a couple days to get resolved. I waited a week I called back on march 11th. The lady I spoke to forgot her name told me that ******** denied the claim and closed it. She told to call ******** and tell them to reopen it. I did however I think advance should do something in order to get my order resolved. I ordered on the advance app not ********. Advance is claiming that they have proof where the was left now I also have the same picture they have stating they know where my order was left yet in the picture it only shows building and a sidewalk outside. Advance should do a little better at lying if there going to say they have proof. Now I’m here no resolution and $188.74 gone and no items in exchange for that money. I have attached the picture advance customer service has said that they have prof of where the items were left.

  

  Business response

  03/12/2024

  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 investigated this further and determined that the package was not delivered to the correct residence. We have refunded your online order. This will be credited to the card used and should appear within 5-7 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 response

  03/12/2024

  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

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we bought an engine from this place advanced auto parts/car quest. It was a few grand. did some research, found out it's a less then preferred engine. So we called the lady we had been working with and asked if We could upgrade to a better one. She said yes. I went in paid her more money and At home that night I received a call from her, she told me it was going to take 180 days for my engine to come and asked if that was ok I said no forget it don't order it I just want a refund. I went in the next morning to find out my money can't be refunded because they don't have it. I was told to call the manufacturer and I did and they couldn't find the order so where'd my money go? I called corporate office and they couldn’t help. They said call corporate. Please help me!! Thank you I paid with my debit card

  

  Business response

  03/13/2024

  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 reached out to our field team who advised that when a refund was attempted back to the customer card and it failed to process. The team has since then requested a check for the amount in question in order to refund the customer for this purchase. 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 response

  03/15/2024

  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

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into the store to purchase spark plugs for my truck. I told the employee ******* the year make and model of my truck and he typed into his computer he insisted that a flex was the same as a eco boost. I kept telling him that my truck was a eco boost and not a flex but he insisted they were the same thing and me not knowing much about vehicles I put my trust in him and bought the parts because after all he is the one who works at the auto parts store. Come to find out he indeed sold me the wrong spark plugs for my truck and now they will not return them. When I went in to return them the other gentleman stated ******* does not know anything about vehicles. So now not only do I have $100 worth of spark plugs I can't do anything with and money loss we have someone selling car parts to people that have no idea what he is doing.

  

  Business response

  03/05/2024

  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 issue that Mr. **** had with the incorrect spark plugs and the return of the spark plugs. We have forwarded this to our Field Leadership for resolution. Mr. **** should expect to be contacted within 24/48 business 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.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased windshield wipers and brake pads online. The associate **** contacted me via phone call to advise they were out of stock of the rear wiper I ordered, but they should have another that fits. Once I arrived to the store **** came out to look at the rear wiper. He was having trouble removing the piece of the rear wiper, and went into the store. He came back outside to my vehicle. I was in the store looking at cleaning products. I noticed **** was taking some time with the rear wiper and he was watching a YouTube video. He said the **** guy on YouTube showed him another way to remove the piece; and “I hope I didn’t break it. I don’t think I broke it” in a not playful, but light tone. He found a wiper that he said fits -TRICO rear 55-122. He asked me to pull it up online so that I could re-order and receive the discount. I let him know that online it says the blade does not fit my vehicle but he assured me it was good. He went out with the wiper and came back in to ask his co-worker for help. The co-worker came back in asking if I said my wiper was broke. I said no. The blade just needed replaced. He told me the wiper was broke. **** tried explaining he doesn’t think he broke it. ***** ended up calling the GM. ***** said the GM told me to get it fixed, pay for it and bring the receipt and we can talk. That is unacceptable. I believe ****** intentions were good but he broke my wiper and I do not have confidence that the GM is going to take ownership of his employees mistake, and cover the costs to repair it. ***** said there’s nothing we can do tonight. I let him know I understand that and asked for the GMs contact information. ***** came out and said it’s probably going to be about $200.

  

  Business response

  03/07/2024

  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 Field leadership team has contacted Ms. ***** to have an estimate of the repairs done to cover the cost of the damage. We sincerely apologize to Ms. ***** for the damage incurred during the installation of the wiper.  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

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went into store on ******* **** ******* avenue made a purchase of $80.71 the merchant took the money from my account but refuse to give me the product that I paid for which would have been a rear main seal for a 2007 Chevy truck and the manager was the one that was doing the transaction and supposedly says the system froze up and there was nothing he could do but the money was taking from me and I'm not able to dispute it cuz it never went through on his end he says but it showed that he was taken out of my account already the manager I showed the manager the transaction on my phone that I showed that it was came up as pending never had this problem before but he said it didn't show in his system and there was nothing he could do that I had to contact my bank and then my bank is not willing to help me because they have it in there as pending

  

  Business response

  03/06/2024

  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 heard back from our field team and they advised that the customer had tried to use a **** *** card and the payment was declined. The team advised that the balance they saw was $1.34 and the transaction was not attempted again. These transactions through third-party apps or virtual cards can take 24-48 hours to post back to the virtual card. There are some third parts that advise a disclaimer of up to 30 days depending on the attempted purchase amount. 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

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father, ***** *** ******* unexpectedly passed away on January 17, 2024. Prior to his passing, he prepaid, via cash, at this location a sum of $1700, approximately, for a rebuilt transmission for his 1999 Grand AM. I am the daughter of ***** *** ****** and shortly following his death, I requested a refund from this location. I was advised to complete a form and the aforementioned would be submitted to the district manager for approval. The same day, I was contacted by the store manager advising me that, per the district manager, he will need proof of my father's passing before the refund would be processed. On Thursday, February 15, 2024, I forwarded a copy of the Proof of Death directly from The ********** County Coroner's Office to the store via their customer support email. At that time, I was advised that the store manager would contact me to discuss. I called her the following day and she confirmed that her boss was in a meeting and would begin processing the refund on Monday the following week (President's Day). Needless to say, I am still waiting for a refund. The last conversation I had with the General Manager of this store was on Friday, February 23, 2024 and was told that the refund was being issued by corporate office and mailed directly to their store. Once received, he would call me to pick up and sign for it. I was also given instructions by the customer care team member on February 23, 2024 that someone in upper management would reach out to me within 48 business hours. This is the same promises that I have been told since requesting a refund.

  

  Business response

  03/06/2024

  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 heard back from our field team and they have sent us payment confirmation regarding the refund in question. Please see the attachments to view this. Our field has also advised that they will be reaching out to the customer again to ensure payment has posted. 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 response

  03/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Good Morning: I wanted to advise that this issue was resolved as the merchant direct deposited the funds into my account following my initial filing of this complaint. Thank you! Regards, ****** ******

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective starter Defective Battery

  

  Business response

  02/27/2024

  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 is sorry to hear of the trouble Mr. ***** is having with his Defective Starter and Defective Battery. If the parts are under warranty, they should be returned to the local store with their Proof of Purchase to be warrantied out as defective. Our warranty is a parts-only warranty which does not include labor. We can investigate Labor Reimbursement if the parts were purchased in the last 90 days. To do so we would need the following from Mr. *****.*Proof of purchase (Original from Advance Auto Parts or printed copy from history).*The original installation bill on (Company Letterhead from the Mechanic) It cannot be handwritten.*Proof of Purchase for the replacement part or proof of the exchange.*Repair bill or estimate of repair if it has not already been 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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Would not honor my battery warranty

  

  Business response

  02/27/2024

  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 is sorry to hear of the trouble Mr. ****** is having with his battery warranty. If Mr. ****** can provide the original purchase receipt and store location that denied the warranty I will be 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.

*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. ↩