Advance Auto Parts

CARQUEST Auto Parts - [redacted]

Chandler , AZ 85224

I made online purchase of battery and arrived at the store before 8 AM. The store manager didn't even ask if I need a free installation. When I asked him, he started to find every excuse not to do it. First, he needs another counter to come in. He said they will come in 1 hour. But, his employees started to come around 8 including a counter lady. Second, he kept blaming me not to go to some local tire store, (not a Auto Advance Auto Part store). It is obvious that his motto is buy the product from his store, but get the service some place else. Once his colleagues came, he tried his best to ignore me. He was too busy with chatting his last weekend trip. Even when I decided to return the battery, he kept complaining about me not going some other store to get the service done.

Sirs

Normally I would not take the time to write or say anything about an experience. In this case it was positive one and I would like for it be known. I lived in Durham, NC and go home to Lincolnton, NC once a month to see my mother. July 16, 2016 I stopped in Mebane, NC store to purchase windshield wipers for my 2002 Mercedes C240 because a storm was forecast. The salesperson was prompt and informative about the the different kinds of wipers. I made my choice and salesperson installed them. we talked about family and I was on my way.

When the rain started I turned on my wipers and the noise from the wipers was unbearable. I was afraid the wiper may damage my windshield. Even though it was dangerous , I was able to make it home safely. I went to the Advance Auto store in Lincolnton the same day and explained my situation to manager. I did not have my receipt to show proof of purchase any yet the manager was able to see it was wipers sold by Advance and with no hesitation he replaced the wipers I purchased earlier and installed new ones because the ones that was installed in Mebane was the wrong size. Both stores treated me with respect and both was very helpful. I wish I had gotten there names because I would like to recognize them for doing a great job and being understanding. I will continue to shop for my auto supplies at Advance Auto

Thank you

Review: on july 16, 2016 we went to advanced auto parts, after going to the business to check the car starter and there we were jumped and were told that the battery was dead, I went in and purchased the battery...the employee came and installed the battery. the next day we went to another auto store to get additional parts for the battery and waited over an hour to be jumped. we came home and the battery died again...we have not been able to start the car again. we have a friend from church who bought her battery from there and they tested her car for the alternator and advanced auto parts told me they don't do that anymore, even though there is a sign on the door saying they do. I spoke with [redacted] a store manager on july 27, 2016 and he argued with me for over 15 minutes about the service we received and what was done and not done....I went back today july 29, 2016 and spoke with al and he was more helpful but did not resolve the problem. I asked for a copy of the warranty on the battery and they refused to give it to me....I also asked for a copy of the receipt and again they refused to give it to me.Desired Settlement: my goal is to have advanced auto parts to fix the problem and take responsibility for their actions. they also need to address their policies about warranty's and customer service. we will not be using this facility anymore.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We reached out to gain more clarity on the issue and spoke with Mr. [redacted] who had us speak with [redacted] about the issue. She advised that the main concern was the fact that one of our Team Members was very rude and refused to do the Alternator Test and advised we do not offer that any longer, which we do still test for customer. [redacted] advised that General Manger ** had helped her a great deal and that a new Alternator was being put in by a garage due to that part having failed. I offered a $50 gift card which [redacted] on behalf of Mr. [redacted] graciously accepted. I followed up and spoke with General Manager ** who is working with the rude Team Member to make sure this does not take place again.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: In In January 2016 I brought brake fluid for only Chevy Malibu Dot 4 , brake fluid for brake repair. In April of 2016 I just put very little on 09kia Sportage . My wife started experiencing trouble with her braking system to the point on one day with my 2yr old son , could not stop at all so she told she would take it to [redacted] to get checked out . [redacted] said that the brake fluid even the little that was put in diluted the braking system causing it to fail !

The damage cost to repair was over 2,000$ to fix due to the Whole system had to be flushed and seals hoses and brakes needed to be replaced . Well I called to corporate on advance auto and they basically said they would not take matter seriously , even though I had records and receipts of purchases even the repairs .

I've called and spoke to there manager on warranties and defects on parts and fluid , and they simply just blew me off , so I left messages for return calls at least to speak to someone to handle the situation ! They just lost A Very loyal customer including family , friends and business that saw how they treated me on this situation I just wanted help or what can be done to handle my vehicleDesired Settlement: Pay for my repairs to vehicle which lead me hurt my financial statis

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We would like to apologize for the inconvenience our customer has experienced. We see that our parts catalog recommends DOT 3 brake fluid for a 2009 Kia Sportage. Since our customer added DOT 4 to that system, we will be unable to assist in filing a damage claim due to it being the wrong fluid type for the vehicle.Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I misguided the fluid type it was dot 3 not 4 my apologies plus I still have the fluid and parts from [redacted] have in records any more information I have regarded this is from mechanics , I apologize for mis-type

Business

Response:

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. This afternoon we called Mr. [redacted] and left him a voicemail. We would like to obtain proof of purchase, and then send his brake fluid to the manufacturer for inspection. This is our standard procedure for customer damage claims. Any reimbursement would be dependent on the manufacturer’s inspection.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Review: on Saturday 3/26/16 I visited advance auto parts to get a battery reading which is a free service I waited in line for 15 minutes to get service and when I got to the counter I was told by the manager that another employee would help me as soon as they finished with another customer so I said ok and waited again. When this employee [redacted] was complete he told me that I had to wait until he helped the paying customers because I was requesting a free service loudly and with an attitude the manager said nothing he just allowed this employee to carryon. I said but I am a customer and this is a service non the less so why must I wait he said because its free so you will wait. I ended up buying a battery and wipers thanks to the young lady that assisted me and the other employee [redacted] that walked over and apologized for [redacted]s behavior. The "free" service is a way to get customers into the store so we should be treated with respect and as if we are paying customers at that time. I was embarrassed and will never shop at this store again due to his behavior. Many customers found his attitude horrible and proceeded to tell him to help me but he would not and the "manager" just stood by and watched.Desired Settlement: I would like an apology and for this employee to be reprimanded for treating customers like trash because we requested a free service.

Consumer

Response:

If we cannot ask for an apology then I would like some type of compensation maybe some money back or a discount something for the embarrassment I suffered at the hands of their employees.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Ms.

[redacted] has filed. It is important for us to hear from our customers and we will

strive to meet your expectations.

We

have reviewed the information provided and would like to apologize for the

inconvenience this caused our customer. We see that a $14.70 discount was

already applied to our customer’s battery purchase in question. Due to the opportunity received, we will also

mail Ms. [redacted] a $20 gift card to the address provided. Lastly, we thank Ms. [redacted] for bringing this

valuable training opportunity to our attention.

We will be addressing that concern internally.

Our

promise is to provide superior customer service and offer high quality products

when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], 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 not received the $20 gift card yet, I entered the wrong address. My street number is [redacted] not [redacted]

Business

Response:

In regards to the complaint that Ms. [redacted] has filed we would like to respond further. Due to the opportunity received, we are reissuing the $20 to the updated address provided. Ms. [redacted] can be expecting this gift card in 7-10 business days. Please let us know if we can help further. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Sold me a part that failed within 1 year of purchase, & caused thousands of dollars worth of damage to my truck's engine due to lack of oil pressure. They stopped returning my calls in hopes I would go away, and only started calling me when I called the parts manufacturer. Then they only wanted to pay for a salvage yard engine that they wanted to source for me. Then weeks went by after I called the manufacturer again asking what the status was with advance. Then I was told that Dorman wasn't doing anything that advance was handling it so I purchased an engine for $700 from a friend of mine for my truck cause they have a problem with returning phone calls. Then I got a call from the DM who I've been trying to resolve this issue with since mid May of 2016. He had nothing but an attitude and was rude and arrogant with me when I told him that I had purchased the engine and told him that I wanted the $1,300 that I was quoted to have it installed. Then he started getting nasty with me telling me that they searched hi & low for my purchase history of the part & that they couldn't find any record of it. Fishy I think that my purchase dissapeard from the companies data base only after I called & filed a complaint. Then I was told that they only wanted to pay for the engine & not the labor, all cause the store & company can't keep records in the store or the computer. And the ink & paper that they use is only readable for a few months. I'm looking at almost $2,000 dollars of repairs for my truck & all they wanna compensate me for is the engine. That's not right I've lost work & have been inconvenienced by this company & will never do business with them again. I highly advise everyone to stay away cause you could be next.

Review: I purchased on July 21st 2016 at 11:29 a.m. a bottle jack 2-ton foror$ 19.99 paid with my [redacted] I currently have the receipt as I was given the receipt from the register [redacted] because the customer receipt would not print out. When I went to return the unused item 6 days later July 27th 2016 at approximately 4:49 p.m. I was told by [redacted] I had the wrong copy of the receipt he would not be able to help me the general manager who was not in & I have to come back! After waiting 45 minutes in front of the store, [redacted] the general manager walked out from behind the stock area 5 min later. He then asked if I had my DL and said along with my original receipt. Then told [redacted] how to refund my money, I thought. But I was given a store credit!!?Desired Settlement: I would just like my money refunded back to my credit card as I try to accomplish when I went in on July 27th 2016

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. A correct receipt is required to be provided for cash or credit refunds and the absence of one would result in a Merchandise credit card (store credit) even if the receipt shows in our own systems. We however would be more than happy to assist Mr. [redacted] correct this concern by deactivating the Merchandise Credit Card and refunding him via a check from our corporate location, the store would be unable to refund to his credit card at this time. If Mr. [redacted] would please respond with the Merchandise Card number and also verify his address for us we can proceed. Deactivating the Merchandise Credit Card will take up to two business days and then the check can be mailed from our location. We would also like to offer a $20 off $50 or more coupon for the inconvenience this has caused Mr. [redacted] in addition. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all I do have my receipt, and referenced it in my initial complaint and in store when I went to do the return. Not sure why that was never considered, considering the response from the company is solely based on me not having a receipt. Obviously the company is not interested in good customer service or the training of their store managers and sales associates. There's nothing that can be done at this point, as far as I'm concerned I lost $20 and learned a lesson on not ever going to another Advanced Auto!

Regards,

Review: I purchased a engine code reader for my car, I opened it but didn't use it. I went to return it with receipt in perfect condition but the store would not take it back. The receipt had a bar code on it for returned items but the manager of the store still would not take it back. He said it was not a returnable product. I am working with credit card company on a complaint and want to file a complain with the Revdex.com also. It's ridiculous that the store would not take it back since I had a receipt and all the items with code reader where in original package.

This is the address of the store:

[redacted]Desired Settlement: I'd like the store to give me my money back for the part since I have all the documentation and there is nothing on the receipt that says that this product can not be returned.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience caused to our customer. Mr. [redacted] was denied a return because the part had been taken out of its sealed packaging, and is therefore not resalable as a new product. Our return policy, which is posted in each of our stores and listed online at [redacted], states: “If you are not completely satisfied with your purchase, return it within 90 days from the date of purchase to any Advance Auto Parts store with the original receipt. Items must be in original packaging and in new condition.” Due to the opportunity received, we have reached out to the District Manager, [redacted], and he has approved a one-time exception and agreed to refund our customer in the form of a store merchandise credit card. If Mr. [redacted] would please return to the store with the part and his receipt, the General Manager [redacted] will be happy to take care of the return. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Hi, I would be happy to accept this offer but I have already brought the product back to the store by the request of [redacted] I think they would remember me but I do still have the receipt which I included here. I did this about a week ago. I took it back around 5:30 in the evening and I know who I handed it too, so if the store manager is ok with me just bring in the receipt, I'll do that. If they don't believe me, they can review their tapes and see me walk in and drop it off. Please let me know what the next step is. Thank you for your help.

Regards,

Business

Response:

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. We have spoken to the store manager who informed us that he has taken care of the refund for our customer. Please let us know if we can help further. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

Hi,Thank you very much for your help, it is much appreciated. [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I arrived at the store today and requested them to look up a part, it was very close to closing time, maybe about 5 minutes prior to 9PM. The first gentleman to help was very kind and looked up the part I requested. He was newer, but did a great job. I wanted to order the part for their "in store pick up" to get a significant discount, but it takes 30 minutes to get the order ready and the website stated it wouldn't be ready until the following day, so that's why I went to the store in person. When I arrived I simply asked if they could apply the coupon code to give me the 30% off. When requested, the other employee, shorter with glasses stated, that this was for online transactions only, but the only way this would be possible would be to pick up the part the following day. So in order to save my 20 bucks, I ordered the part online and applied the coupon. This is very frustrating. First, I had to wait another day to get the part at the reduced cost. Second, I had an angry customer that had to wait an additional day to get their vehicle going as it was already apart. My suggested resolution is to allow the use of the coupon if the online order cannot be completed the same day. I understand that you guys don't want to compete with your own online pricing and count on the shrinkage of telling customer's they cant use a coupon code unless they buy the item online. I also would understand if I were getting it from a different location, but I literally walked into the store and requested the item, the only difference would be that the transaction would be handed online as opposed to over the counter. I was also given attitude when I calmly stated my case and was given a "not possible" attitude instead of working with me. The company wasted my time, wasted my customer's time, cost me a little money in travel since I had to come to the store the next day (even though that was offset by the lower online price). I've worked in the customer service industry for 10 years and I always strive to help my customers whenever possible, but the second gentleman showed zero empathy and did nothing to help me out.Desired Settlement: Simply evaluate your store policies to not waste customer's time. I had to waste about 15 dollars of my time to save 20 dollars with the company. Please train your employees to be more customer service oriented. I was given an attitude that I needed to hurry up and get out of the store so they could finish their closing duties instead of a positive experience.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. Unfortunately, (per our price matching policy,) promo code TRT30 is a third party code that cannot be honored in store. This policy is publicly available on our web site: [redacted] · Coupon codes from third party websites or other third party sources will not be matched in store. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Review: Today I reluctantly stopped by at Advanced Auto during a work break. I suspected that I needed oil. When I went into the store, an agent walked past me and said "I'll be right with you". Unfortunately, [redacted]. walked in seconds later. When I told her that I think I needed oil and if someone could show me how to check, she said "uhhhh....well... we can't". I replied "no? Really?". I was surprised because I've been to AA several times in [redacted] and an employee is ALWAYS willing and even OFFERS to help a customer identify an issue to the best of their knowledge in order to determine what PART/SUPPLY they may need. This it refused right away. I was not too surprised because just 3 weeks ago my car broke down (it needed a new alternator) in front of that same AA and it was a horrible and scary experience. Here's why:

[redacted] went out of her way to make sure that none of her employees helped me. Her and a male employee ([redacted]?) were EXTREMELY unhelpful. [redacted] had my battery in the back for over an hour, claiming to charge it. It wasn't until I asked a 3rd time that he brought it out and realized that it was not charging. He left my battery sitting on the counter and left for the day. [redacted] saw me and did not offer ANY KIND OF ASSISTANCE AT ALL. At one point she was on the phone speaking in Spanish and laughing and I am pretty sure she was talking about me. When I asked where [redacted] was, she quickly responded "oh he's gone" in a smug manner, laughed, and continued with her conversation. (This was how I found out [redacted] was gone but the way...I had been standing there waiting for him). Another employee began his shift and before I could open my mouth, [redacted] opened her [redacted] of a mouth and loudly said "WE CAN'T HELP YOU WITH THE BATTERY. WE CAN'T PUT A BATTERY BACK IN THAT'S NOT OURS"...I never asked anyone to do that. I didn't even get to speak. I was going to ask the employee to help me carry the battery back to my car and assist me in putting it back in by INSTRUCTING ME. The agent was actually going to help me put the battery back in but because of box-shaped [redacted], he not only refused to help me, but this fool literally DROPPED my battery back in the car (causing one of the screws to fall and get lost) and walk away saying "I can't help you" with his hands in the air. He left me standing there with my hood opened and battery unattached in the car." The story is longer but I am can't type it all. I was there for close to 4 hours total and it was pure [redacted] and one of the most inhumane experiences I've had in life. Fortunately, there was a good Samaritan who saw what the it did and came to ask if I was OK. He was SO shocked, that he let me borrow a spare battery to get home (I live minutes away from the AA)....As a result of this incident, I called AA and complained, the manager ([redacted]) called me and I was pleased with how he handled the situation. Unfortunately, I can see that the problem still exists. Today, as soon as I mention the issue to [redacted]., she once again was unwilling to help. Since she would not provide assistance with determining if I needed oil, I figured I should buy it anyway, and find someone to help me. I asked her where the oil was...she didn't look me in the eye, instead she was squatted over an aisle pretending to work. She only pointed in a direction and said "it's down there". She didn't even have the decency to SHOW me where it was. After a few minutes of me being in the section, I found what I was looking for...I bought a few more items and was ready to head out. My mother asked to speak to her (she was on the phone with me with at the time) and convinced [redacted] to at least LOOK at what I am saying. Another customer walked in (keep in mind, the employee that I initially met when I walked in TOTALLY DISAPPEARED and customers are walking in). [redacted] decided to talk with this new customer--in Espanol of course--taking her time and causing me to wait an additional 20-30 minutes. This is the same [redacted] that refused to look me in the eye when I asked where an item was. In the meantime, another employee had been doing something and so I decided to ask if he could help me. (Remember, I am on a work break...now I have exceeded the time of my break thanks to [redacted]). This new agent was VERY friendly and when I asked for help, he said "sure"....Immediately, [redacted] (who had gone to the aisle where I was to get the oil in order to HELP HER FELLOW HISPANIC AMERICAN ACTUALLY GET THE ITEM) heard the employee's response and said something like "don't help her, let her do it. Just watch her". Here's some helpful information to put all of this into perspective; I am a petite single (5'1) woman who just moved to this area. I know NO ONE here, I have no family here, and I just started driving here 3 months ago. I know nothing about cars but I'd love to learn, so when an it expects me to carry a whole car battery or drops a battery into my car, or expects me to know about oil, and anti-freeze, etc, unwilling to provide assistance when they are more than able to, it is very frustrating. Today, I knew for a fact that not only is [redacted]. hateful, but she is racist. She refused to assist in helping me retrieve an item but she had no problem doing it for a MAN—because he was “her people”, I guess. When my car broke down, she allowed a Hispanic American to man use tools labeled “employees only”…hmm…at least he was also able to use the tools to help remove my battery. I’m sure if she knew that he also used the tools on my car, she would have taken them back. That same day, she did what she did today, including telling me to wait while she assists another customer—making me wait 20-30 minutes+--instead of have another employee assist.

In spite of being upset, I kept my cool. I am going to make sure that I leave reviews about that AA informing people of their racist and prejudice ways. I don't know [redacted] but I pray that she learns to deal with whatever it is in her that has caused her to be so mean-spirited and shaped like a lego-piece. I’m sure if I had a medical emergency in front of [redacted], she would tell me to pull out my phone and call 911 outside.

Anyway, turns out I had TOO MUCH OIL. If Barf-breath would have taken the 1 minute to help me figure this out, I would not have wasted money and went over my break.

Store #: [redacted]Desired Settlement: THAT LOCATION NEEDS TO BE DIVERSE. I NO LONGER FEEL COMFORTABLE WALKING IN THERE. HIRE SOME NON-HISANPICS (PREFERABLY NON-RACISTS) WHO KNOW HOW TO TREAT PEOPLE WITH COMPASSION AND CARE.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We would like to apologize for the inconvenience our customer has experienced. We have reached out to the store manager, [redacted], and he has been in contact with [redacted] regarding the situation. Our last update from [redacted] indicates he has contacted [redacted] and provided an alternator at a discounted price.Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

As I mentioned in my initial complaint, [redacted] was in contact with me regarding the FIRST issue and I appreciate the way he handled the situation. This a NEW complaint. The problem is [redacted]. and quite frankly, I am not interested in ever stepping foot in Advanced Auto after this because I do not ever want to have to deal with her again. She is a miserable, lazy, racist demon.

Regards,

Review: On August 2, 2016, I purchased two Autocraft automotive batteries, part number 65-2 from Advance Auto Parts' online store. I need the parts now, and I chose to purchase them from Advance Auto Parts because their website advertises in numerous locations, that a customer can buy any in-stock item, and pick it up 30 minutes later. I ordered the parts, and drove to the store more than 30 minutes later, and was told that my order is not in the system. I called Advance Auto Parts customer service from the store, and was told that my purchase had been randomly selected for review, that they could not provide me with any further information about its status, and that the order could not be cancelled. The representative offered to double check my information for accuracy, and together we verified that everything was correct. I then called my bank, who told me that the payment is pending, funds are available, and that there is nothing further they can do until the payment is finalized. I am currently stuck without the parts I need and a pending payment for those parts.Desired Settlement: While I would prefer to receive the items that I have purchased and pledged to pay for, I would be satisfied at this point to have the transaction cancelled completely, so that I would be free to spend the money on the same parts either in-store or elsewhere.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience. It seems that our customers order was placed under payment review. All online orders are subject to order verification and can take up to 12-72 hours to complete. Per our online in store pick-up policy our customers will receive an email once the order is ready to be picked up in store. Due to the opportunity received we would like to extend a 20% discount which will be placed on our customers online profile, normal terms and conditions will apply. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: I purchased a [redacted] Alternator for my 2005 Kia Sorrento on April 29 2016 Order # [redacted] for 189.73. The mechanic working on my car then replaced the bad alternator with the new one purchased. When I picked my car back up I drove it for 10 miles and the sensor lights came back on. I took it back to the shop thinking it was a problem the mechanic did not fix. The mechanic then took off the new alternator to go have it tested which ended up showing I was sold a bad alternator. My problem is I have been out a vehicle for over a week due to this faulty alternator. I also had to pay the mechanic not once but will be three times to remove then replace another alternator. I will be taking alternator to Advance Auto Parts on [redacted] to have it replaced. However, I feel I should be compensated for having to pay an extra 150.00 to have the mechanic remove what should have been a good alternator to then have to put back on another alternator.Desired Settlement: I would like a new alternator as well as the extra charges I had to pay to replace this alternator twice by the mechanic which is $150.00.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. It appears that the part has been refunded, and unfortunately our warranty is limited to part replacement if the product fails. Due to the opportunity received, we would like Ms. [redacted] to fax her labor invoice or invoices showing the three charges she described to [redacted], or provide it via the Revdex.com. Once the invoice or invoices are received, we will be happy to respond with a resolution. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business is trying to imply that their product warranty does not cover the labor cost only the product. I find this to be unfair due to the fact the product did not fail after use it was a bad alternator to begin with causing more damage and expense then original. I trusted the product I was purchasing was a good product and it turned out to be bad right out the box. I have faxed the business my invoices that I have attached here.

Regards,

Business

Response:

In regards to the complaint that Ms. [redacted] has filed we would like to respond further. Due to the opportunity received, we will issue a $150 check to Ms. [redacted] as a gesture of good will, and as a one-time courtesy. She will receive the check in 7-10 business days. Going forward, we suggest Ms. [redacted] buy her parts directly from the garage if she wants her labor covered. We did however empathize with how quickly she experienced a defect in the part. Please let us know if we can help further. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Bought the Item at: [redacted]

I bought 'Grib-Tite Socket' ([redacted] on 5/14/2016 to remove a drain bolt for my oil pan. This was recommended by the employee working at the store that it should work fine and I should be able to remove the bolt. However, I was unable to remove it using the socket and ended up taking [redacted] for oil change. I called the store the next day 5/15/16 and spoke to an employee. According to employee, I am unable to return an open item and she read the refund policy to me on the phone. I told her there is no refund policy anywhere on the receipt. She said its online. I went online and read the policy as:

"If you are not completely satisfied with your purchase, return it within 90 days from the date of purchase to any Advance Auto Parts store with the original receipt. Items must be in original packaging and in new condition. Advance Auto Parts will exchange the product or issue a refund as described below. "

As they state in their policy that one should be able to return the merchandise if they are not satisfied with original receipt as well as in new condition. I open the product to use it but didn't accomplish what I intend to do with it. Therefore, I wanted to return it back for Refund but I was told I can't do that.

I have been a loyal customer to Advance Auto Parts. This is the first time I have an issue with this company and very dissatisfied and stuck with the product which doesn't work.Desired Settlement: I would like to get my money for the merchandise. Thanks.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience our customer has experienced. Once a package that is sealed has been opened, we no longer consider it to be in new condition. Due to the opportunity received we are having store manager [redacted] reach out to the customer to arrange a refund as a one-time courtesy.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Did receive the refund.

Regards,

Review: I purchased over $100 in parts on advanced auto parts online. I do not need these parts but they won't return my moneyDesired Settlement: I want my money back immediately

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience our customer received. We do see Ms. [redacted]’s online order# [redacted] for the rotor and brake caliper. Ms. [redacted] should have no problem returning her online order to our [redacted]. All she should need in addition to the parts is her order confirmation email and and ID.We also have spoken to our store manager, [redacted], regarding our customer’s opportunity. She advised she has been in contact with Ms. [redacted] to offer a cash refund as a one-time courtesy since we normally issue refunds back to purchasing cards for online orders. [redacted] informed us that Ms. [redacted] informed her that corporate had already taken care of the refund, but we do not see a check request on file for Ms. [redacted]. If there is anything further we can do to assist, please do not hesitate to reach out.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I arrived at your store today (Saturday, June 4, 2016 at 11:00a.m Name on the receipt: [redacted].) to purchase motor oil and requested assistance from an employee. An older Caucasian gentleman assisted me and upon paying for my purchase he began telling me that race issues began in the 1960's and that non-educated coloreds (offensive) were better than educated colored’s. At this point I told him I didn't agree and thought the comment was ignorant. As I tried to walk away he called me back to tell me about an African American house keeper his family had that he was "friends" with who told him that negroes (offensive) were better than [redacted] (saying the actual word). Again, I stated the comment was in my opinion ignorant and wished him good day. I was beyond shocked and horrified at this topic of conversation. I find this very rude and unacceptable. Your attention to this matter is greatly appreciated.Desired Settlement: Customer service training

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We would like to apologize for the inconvenience our customer has experienced. We have reached out to the district manager over this store to address the training opportunity. We appreciate Ms. [redacted] for bringing this to our attention.Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: Hello,

On July 14th 2016, I purchased few items including Carquest Wearever Gold Ceramic Brake Pads and two Carquest Wearever Rotors. According to their website under Rebates section, it says purchase these items by August 31, 2016 , and they will give $30.00 rebate. It clearly means that the product should be purchased by August 31st. No where on the site it states when the promotion started. I am under the impression that as long as I buy it before August 31st , I qualify for the rebate. After multiple back and forth emails they have rejected my rebate money. I have attached the link to their site

[redacted]/o/rebates#[redacted]

They are trying to scam and cheat people by falsifying the advertisement.Desired Settlement: I just need them to give me the Rebate money.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience our customer received while trying to submit their rebate. We have verified the purchase; however there is only one rotor on this online order, not the 2 required. As a gesture of good will, we will issue a gift card in the amount of $15 (since brakes for only one axle were purchased,) which will be mailed to the address provided. Please allow 7-10 business days for processing. This gift card can be used in any of our store locations.Details of the rebate offer in question are below:[redacted] Get up to a $30 Rebate ($15 per axle) with purchase of Carquest Wearever Gold Brake Pads and (2) two Carquest Wearever Rotors. Limit 2. (Purchases must be on same ticket) Purchase by: August 31, 2016 Redeem by: September 30, 2016 Details of rebate payment type from our rebate FAQ page below: [redacted] Q: What are my payment choices? A: All payments will be made in the form of an Advance Auto Parts gift card, which is redeemable at any Advance Auto Parts store. Gift cards are typically received 5-7 weeks after registering for your rebate. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: On Wednesday July 20th I had placed an order online for front and back shocks along with bearings for our only car. One set of shocks along with one bearing was being shipped to me and the other set of shocks along with the other bearing was suppose to be picked up at our local store. Roughly 15 minutes later we recieved a call from the advanced auto employee explaining that they didn't understand the order that came through because your company placed it as a "soft" order. He asked us what all we were suppose to be picking up at the store because he couldn't tell what the other item was. (It was the shocks). At about 330 we went to the store to pick up our items to find out that they didn't have the shocks in stock like we were told they did! The employee informed us that we could pick them up the next day (thursday). 30 minutes later I recieve an email that the employee CANCELLED our order with out explaining the process to us and notifying us of cancelling the order. (It's in your policy that all customers will be notified by the way). Spoke with customer service at your 877 number and was informed that I would see the money in my account the next day and I would yet again have to pay for the shocks because YOUR systems were incorrect and YOU didn't have them in stock.

Thursday July 21st. Still no money in my account. My husband stops at advanced auto in [redacted] to pick up the shocks that were suppose to be in. Guess what, they weren't there. This time he spoke with the manager, in which he was informed that when your online services sent the order to the store as a "soft" order that they could take their time getting the product needed. I posted via social media and was requested to send my order number via message. I did that and was informed they would call. No call was made to me but they did however read the message. Yes I was angry simply because your company is messing with OUR money.

Today, Friday July 22nd, I make another call into your customer service to basically get nowhere. Still no money back in my account (surprise surprise). I was informed that if I wanted my shocks that I would need to pay for them again before getting my money back from your company! (Haha that's not happening) again continue to get talked in circles by your representative. He apparently doesn't understand your policy of NOT CANCELLING AN ORDER WITHOUT CUSTOMERS NOTICE.

This isn't the FIRST money issue with your company. I also had an issue at the beginning of the month and had to cancel my bank card because your company continued to take money out of my account without my authorization.Desired Settlement: I would enjoy the store credit/refund for the $200 for the shocks I have to pay for again because your company is unable to do simple inventory and want to offer no solution to this issue.

Business

Response:

Thank you for providing us with the opportunity to address the complaint from our customer Ms. [redacted]. It is important for us to hear from our customers as we strive to meet their expectations. We have reviewed the information provided and would like to apologize for the inconvenience caused to our customer. We have researched the opportunity and were able to locate the order that the customer referenced. Order # [redacted] had an initial authorization hold for $359.46. That hold should have dropped off by now, resulting in a deposit of $178.79 for the remaining items on the order. Due to the inconvenience caused to our customer, we are sending $120 gift card as a goodwill gesture to the customer’s address on file. We ask that our customer please allow 7-10 business days for processing. This gift card can be used in any of our store locations. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: On 10-13-2015 I purchased a battery from Advance Auto Parts in [redacted]. I had battery installed in car. After a month or so the vehicle would not start. I purchased a battery tender trickle charger from Advance Auto and charged battery. Battery was charged enough to start drove car to local supermarket and after purchasing grocery's and ready to return home the car would not start. Had to get a jump to start car and make it back home. Charged vehicle again and went Strat to Advance Auto and told them what was happening. The counter person said he could check the battery and he did. He found that the battery only had 30 amps. It should have 500 amps. I asked him if he would return the battery for a new battery because I felt the battery was bad. The counter person said he could not until he charged the battery and tested it again. the counter person said he could not remove battery because there where other parts that had to be removed and it would take to long. So I had the battery removed and brought it back to Advance Auto so the counter person could charge the battery and test it again. The counter person charged the battery and tested it. I called Advance Auto 4 hours later to find out what the results where on the condition of the battery the counter person said the battery was charged and his findings where the battery was in good condition. He told me that something in the electrical system of the vehicle was causing a drain on the battery. I picked up the battery and had it reinstalled in the vehicle. I kept the battery on the trickle charger and used the vehicle once again and the car would not start again. So I decide to take the vehicle in to my local auto electrical mechanic. [redacted] and service on 5-19-2016. He had the vehicle for a week and a half running tests on the battery and entire electrical system. [redacted] did not find any significant battery drain. [redacted] did find that the battery that was purchased from Advance Auto had only 10 amps and had a bad cell. [redacted] had to replace the battery I had purchased from Advance Auto with one of there own batteries. After all the testes and new battery from [redacted] I had a bill From [redacted] that was for the amount of $626.19. I brought the battery back to Advance Auto that I purchased on 10-13-2015 and the counter person tested the battery again and he found that the battery I purchased from Advance Auto had a bad cell that was causing all the issues with the vehicle. It was not something in the electrical system draining the battery as the counter person told me. The counter person returned the purchase price of the battery. What I need from Advance Auto is to be reimbursed for the $626.19 that I had to pay [redacted] on 5-28-2016 to find out that the only cause of all the issues was the bad Battery from Advance Auto. I have all documentation and receipts from Advance Auto and [redacted] upon request.Desired Settlement: I need Advance Auto to reimburse me for the $626.19 that I had to pay [redacted] to find out that the cause of all the problems was a bad celled battery that I purchased from Advance Auto. I have all documentation and receipts from Advance Auto and [redacted] upon request.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We would like to apologize for the inconvenience our customer has experienced regarding his battery. We have reached out to the District Manager, [redacted], and he has been in contact with Mr. [redacted] regarding the situation. Our last update from [redacted] indicates he has received the invoices, and plans on contacting Mr. [redacted] this evening.Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I ordered a lower control arm with ball joint included on my vehicle on December 7th, 2015. I installed this product in January and was initially impressed with what I thought was a good price on a satisfactory aftermarket part. I have been a mechanic professionally for 6 years, and I can assure that not only was the product installed according to OEM specifications, but that all work and torque specs were double checked. Correct installation was completed and the car was no longer indicating signs of a worn ball joint.

I check my front end every 3,000 miles during my oil changes. Two weeks ago I checked this ball joint and it was tight and had no signs of being worn. The boot was in tact and the ball joint had no play in it. Today, June 10th, as I was driving the ball joint let go. In addition to being incredibly dangerous and causing the loss of control of my vehicle, this caused my wheel and tire to fold up into my fender and damaged my CV shaft, my caliper, my tire, and my wheel hub assembly.

Upon removing the control arm and inspecting it I found that the ball joint has seized in the arm due to both lack of ample grease from the factory in addition to being a sealed unit and being of poor quality. I went to the store and called the customer complaint hotline to see what I could do about being reimbursed and was told that the business is not responsible for any damage caused by a faulty part. I can understand how a warranty would be limited to the failing part only in most cases, but a product that is generally supposed to have a life span of a few years minimum failed without warning in less than six months and as a direct result my vehicle has sustained significant damage and put my life and everyone else's on the road's life in jeopardy. This is unacceptable to me.

I understand from working in shops that most businesses do not cover labor of any kind, and that's fine. But I would like replacements for my damaged components or monetary compensation for equal value of what they will cost me.Desired Settlement: I would like replacements for my damaged components or monetary compensation for equal value of what they will cost me.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We would like to apologize for the inconvenience our customer has experienced. We have been in contact with Mr. [redacted] in regards to filing a damage claim. Our work on this will be ongoing. Typically, damage claims depend on manufacturer’s inspection; and we are working to retrieve the supposedly defective part. To date we have received email communication from our customer, and we are working diligently to process his claim in a timely manner. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know. Tell us why here...

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On June 16th I received a phone call from [redacted] of Advance Auto Parts. He informed me that despite what I had been told by the customer service number I called, Advance Auto Parts does in fact have a process for dealing with damage claims, and told me to send all pertinent information to him. That same day, I e-mailed numerous photos of the defective part as well as the other parts that were damaged as a result of the ball joint letting go. Additionally, I included all information about the incident, as well as a requested estimate of all damages based off Advance Auto Parts' website pricing and OEM manufacturers for the body panels.Over the next few weeks, I was told a few times that the part just needed to be located in order to proceed. Today, July 7th, I was told that Advance Auto Parts could not locate the defective part, and that my claim was being transferred to [redacted] Insurance. I was also informed that Advance Auto Parts would now have no part in the proceeding dealings or solution. I followed all of the policies for warranty exchanges as per the Advance Auto Parts rules, and have electronic proof that my defective control arm was dropped off at the Advance Auto Parts location in [redacted]. It is a bit frustrating that because Advance Auto Parts misplaced the defective part at some point between the [redacted] location and the warehouse, that they now are pawning me off to a third party and shaking responsibility. This is especially frustrating considering the numerous photos of the defective ball joint on the vehicle should provide more than enough context to determine the failure was in fact from manufacturer error and not a result of installation.I hope [redacted] will be able to deal with this problem in a timely manner, however, I'm less than impressed by Advance Auto Parts process for damage claims, and it seems in almost a month since June 11th, when the incident happened, I am still at square one with a vehicle damaged as a result of a defective part sold to me by Advance Auto Parts.

Regards,

Business

Response:

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. We have reviewed the information provided and have engaged our insurance company, [redacted]. They should be getting in touch with our customer as soon as possible. At this time any further updates must come through [redacted] CMS, as they will be handling this for Advance going forward. If Mr. [redacted] would like to contact [redacted], they can be reached at [redacted]. Mr. [redacted] has already been provided with a claim number. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: My complaint is with the [redacted] and the location in [redacted]. and Advanced Auto Parts warranty procedures in general concerning an automotive battery.

I purchased an automotive battery from an Advanced Auto Parts store in [redacted] in August of 2013 while traveling when the battery in the car I was traveling in failed. The battery has a 3 year free replacement. The battery failed on 5/6/16 well within the 3 year free replacement period. I removed the battery from my car and brought it to the [redacted] Blvd location in [redacted] for warranty because it is near my office and they were supposed to have 2 in stock. They checked the battery and confirmed it was bad then asked where I purchase it and my phone number. I found this to be a little odd since the battery was obviously theirs and was confirmed faulty.

I then learned they were going to call the location where I purchased it. There are about a dozen Advanced Auto Parts stored in the [redacted] area. I could not remember which location I purchased it from, two and a half years having passed and not being that familiar with the [redacted] are as I was just passing through.

I was then informed by the employees at the [redacted] Blvd location that they did not have the battery, but there was one at the [redacted] location and I should see [redacted] in [redacted]. After spending more time traveling to [redacted] I was informed they would not warranty the battery because I could not give them the exact store I purchased it from. [redacted] was quite rudd and I had to leave with my useless failed Advanced Auto Parts battery. This is a national company, it is obviously their battery and was confirmed failed by their employees. Obviously They do not stand behind thier product and their warrant is a sham.Desired Settlement: I want a free replacement of the defective battery that failed within the "three year free replacement period".

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience caused to our customer. Due to the opportunity received, we are mailing Mr. [redacted] a $168.99 check to the address provided. Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.