Advance Auto Parts

Review: We purchased a motor from advance auto parts for $1500 plus taxes on Feb 4, 2016. We had the truck in the mechanic shop to get motor put in it. It took until the end of april to get it running with the new motor in it and out of the shop . Thats when we started driving it and noticed that the motor was defective. We only used it for two days and the lifters started making noises and the compression was very low. Advance auto parts have the mileage that confirms how many miles were used before motor went bad. So warranty is still valid on those miles. We let them know right away and they have been giving us the run around from different managers n employees. Finally they said that the warranty was declined cause the water pump made it get over heated.and that caused motor to mess up. That waterpump already came on the motor that we bought from them. So we took it for granted that everything was supposed to be in good working condition n we didnt want to forfeit the warranty. If they would of sold us a good motor all along with good auto parts , we wouldn't be having this problem with motor being bad. They didnt check it before selling it to us n now they are wanting to keep our hard earned money that They collected from us n Now they dont want to give us another motor or our money back either. I would really appreciate it if they would honor the warranty that came with our purchase n that we're entitled too. We would appreciate it if Revdex.com could please investigate this matter. Thank you.Desired Settlement: For Advance Auto Parts to Honor warranty and give us a good motor or our money back. That motor was for my husband's truck that was used to travel to work. So now he doesn't have transportation to or from work because of a defective motor.that we bought from this company.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed regarding [redacted] claim # [redacted]. 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 Ms. [redacted] has experienced. Our Salvage engine warranty covers defects due to materials or workmanship. After careful examination and extensive testing by [redacted], it was determined that the failure was due to overheating because the water pump failed. As a result, [redacted] has denied the claim due to melted heat tabs. At this time Advance Auto Parts supports [redacted]’s findings. 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.

We do not agree with the results that [redacted] claims that were found on the heating tabs on the motor. The motor did not heat up or get hot when we drove it, it simply started making rattling noises n just turned off. Maybe that the tabs were already heated up before we even started using the motor. Our mechanics [redacted] auto repair also stated that the motor had very low oil compression n that was making the lifters or pistons to make the rattling noise. [redacted] mentioned that waterpump heated up n caused it to heat up. That waterpump came on that same motor . why did they send parts that were not any good . this whole situation is really a big loop hole so that they dont honor the warranty that came with a defective motor . so they wont have to pay back our money or exchange it for a good motor. We paid $1600 to Advance auto parts not [redacted] . they should dipute it among themselves not with us. What happened to the Motto : that customers are always right n that the company would make the customers satisfied n happy with their business? I believe there are other customers that have gone thru the same bad experience too. This is alot of money for us poor people to just not try to do something about it especially when it wasn't our fault that it messed up. Please take that in consideration. Thank you.

Business

Response:

In regards to the complaint that Ms. [redacted] has filed regarding [redacted] claim # [redacted], we would like to respond further. [redacted] provides a “Required Installation Procedures” tag that is attached to every unit sold. The tag states the Water Pump must be replaced; failure to complete the full job voids the warranty. Please find the attached Manufacture’s Required Installation Procedures engine tag. Further, the customer was aware that she purchased a Salvage unit and received a discount for its highmilage. With that, at this time Advance Auto Parts still supports the manufactures findings. 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.

Regards,

Review: I recently took advantage of an offer online for Platium Brake pads and Routers Deal and you get a $40.00 mail in rebate. I made the purchase online, filled out the form online and submitted it for my rebate. Upon a few weeks later I was advised that I was not able to get the rebate. First time I called in I was told by a rep. that the reason I did not get the rebate was because I had to shop at a brand new Advance Auto Parts store and she would submit my rebate for review and should hear something in a day or two. A week later I called back in and was told it was denied because I did not buy the product in the given time frame. If this was so, then why online did it say something totally different when I purchased the product and also then allow me to file for the mail in rebate. This is false advertisement and at this rate will no longer be shopping at advanced auto.Desired Settlement: I would like to receive what I was promised at the very least of a rebate for 40.00 as promised for purchasing your products.

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 received while trying to submit their rebate. We have verified the purchase of the two rotors and platinum brake pads in question. We will issue a gift card in the amount of $20 (since brakes and rotors 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 $40 Rebate ($20 per axle) with purchase of Carquest Wearever Platinum Professional Brake Pads and (2) two Carquest Wearever Rotors. Limit 2. (Purchases must be on same ticket) Purchase by: July 27, 2016 Redeem by: August 27, 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. Tell us why here...

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. Received the gift card yesterday.

Regards,

Review: I have been receiving numerous Emails from advanceautoparts.com

I have sent three emails requesting that they Stop sending me these emails also called and talked to an associate on two separate occasions on the telephone.

This has been an ongoing problem for the last two months.

When I clink the unsubscribe link I am directed to a phone number that a did call.Desired Settlement: I wish not to receive any more emails from Advance Auto Parts

I want to unsubscribe from there email list.

Also known as op-out.

I do not want any more emails sent to my email address from Advance auto parts.

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 apologize to our customer for the inconvenience caused by our marketing emails. We are currently investigating why the unsubscribe feature is not working, and to ensure that Mr. [redacted] will not receive future communications from us. We do see that a 1st level E-Commerce agent unsubscribed Mr. [redacted] from receiving promotional emails pertaining to online ordering. We also checked and saw that Mr. [redacted] has no SpeedPerks account associated with the email address provided.If our customer could provide us with an example of the emails he is receiving, that would help our team with further investigation. If he wishes to do so, that email can be forwarded to [redacted], with reference# [redacted] added to the subject line or email body.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,[redacted]

Review: I purchased some oxygen sensrs for my car online via the advanced auto website. Not knowing the part number of the part for my car I used the tool provided that allows you to enter your vehicle type which then shows you exact fit parts for you vehicle. So I entered my vehicle and it showed me the oxygen sensors with a check mark by a downstream and an upstream sensor. I bought one of each of the two sensors it found. When my semester ended last semester I went to get these parts installed and was told that the upstream sensor was incorrect even though I still had to pay for the timd and labor. I pulled up the site and checked and it still said these are the correct parts but only one is. So I went to the store and explained my situation and showed them how these parts come up when I put my car in on the site. Well they said its an error and to call customer service to let them know.

When I called customer service they said even though they arent sure why its showing incorrect parts they cannot do anything. They have cost me so much money and time already and they now figured out the part I actually need and I am going to go pay for whatever else they are charging me just so I can be done with them. They take no responsibility for their mistake costing me months of going to shops and the stores and calling and now going back and the money Ihave lost due to their system that as a customer I rely on to be accurate. SO I will go but the correct part but they basically made cant explain why this happened but its my problem to deal with.Desired Settlement: All I wanted was the part that my car needs. Since they cannot provide me with that after already trying to and failing, I asked for a refund then. If they tell me I need the wrong part then wont exchange it but instead tell me they want me to but they other myself instead, I decided I will take my money and go elsewhere. Unfortunately they will not refund me due ti the time thats elapsed being past the deadline

I want the correct part number [redacted] instead of the one they sent me [redacted].

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. We see that a refund of the oxygen sensor on web order [redacted] was processed on 5/5/16. Mr. [redacted] should already have that refund back to his purchasing [redacted] account. 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. 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.I finally got them to refund my money after having to come to the store, be given directions to go home and call for a solution, then having to go back to the store. I regret the day I ever went to their website. The website said that part was the correct part for my car but it was not. This caused me so much hassle and took so much of my time. I finally figured out that they do not know what they are talking about and still did not get my part. I just got my refund in the store after being told on the phone that even though they do not know why the system is showing the wrong part and basically acknowledging their mistake that I would still not even get a refund. This was the worst experience I have ever had with any auto part store. My lost time can not be made up. At least the cashier felt bad for me and gave me my money back. As for the response, no effort was made at all to resolve any issue. Worst business ever.

Regards,

Review: To summarize I bought an Autocraft Gold battery for my vehicle in 2014. It came with a 3 year replacement warranty. On July 30 2016 the vehicle would not start. It looked to me like the battery had died so I jumped the vehicle and drove to the store that I bought it from to get a replacement since it was still under warranty. The battery was checked by an employee at the store and he determined that the battery was indeed dead.

The issue is that they do not carry the same battery anymore. As a matter of fact, they do not have any 3 year battery that fits the vehicle so they could not give me a 3 year battery as a replacement. Their consolation was to offer me a battery that was supposed to have a 2 year warranty. I say supposed to have because the battery had sat on the shelf for over 2 years which means the warranty has already expired. I asked the employee if they could call a different store to see if they had a battery that was still under warranty and I was told they could not do that. Bottom line is I now have a battery with no warranty when I should have a replacement of the 3 year warranty battery that I originally purchased.Desired Settlement: I would like to get what I paid for. A replacement battery that has a 3 year warranty. If it is true that they no longer offer 3 year warranty batteries for my vehicle then I would accept a battery that has a 2 year warranty. As it stands now, if the battery they gave me with no warranty goes bad today then I would have to purchase a new battery.

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. We were able to see Mr. [redacted]’s original purchase on 1/23/14 of a 34-78-4 Gold battery with a 3 year warranty. On 7/31/16, we also see where a 24F2 battery was manually returned towards and 124R1 Silver battery with a two year warranty. Since this return was towards a new sale, Mr. [redacted] essentially has a new 2 year warranty for his 124R1. Since warranty continues from original purchase date, this is in Mr. [redacted]’s favor since the Gold battery from the 1/23/14 purchase would only have about 6 months of free replacement left if we were able to exchange the same battery on 7/31/16. 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: Below is Advance Auto's Price Match Guarantee from their website

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Advance Auto Parts Price Match Guarantee

Advance Auto Parts will match the price of any identical or comparable product available the same day at any competitor's store or website. If we match an online competitor’s price, it must include the shipping charges in the price of the product. We’ll match pricing at any other local Advance Auto Parts store or AdvanceAutoParts.com.

The following conditions must be met:

•The item must be either an identical item or a comparable item, matching quality (good, better or best), size, weight, color, quantity, part/manufacturer number and warranty.

•Price must be valid at the time the price match is requested. ?For printed ads: Customer must show the entire print advertisement. Photos, photocopies, or mobile phone versions of the ad cannot be accepted as verification of a competitor’s printed ad. An Advance Team Member must call the competitor to verify.

?For online prices: The customer must show their mobile device or a printout from a qualifying competitor’s website that guarantees same day delivery on the product. The competitor’s online price must also include shipping costs. An Advance Team Member will need to verify the match. Advance will only match select competitors’ website prices. We do not match prices of items found on Internet auction sites such as eBay or non-professional, independent websites.

•Prices on AdvanceAutoParts.com may vary based on the customer's zip code and may differ from our store pricing. If the customer places an online order for pick up at a local store, they will receive the lesser of the two prices automatically. If the customer prefers to purchase the product in the store, Advance Team Members will match the online price.

•Coupon codes from third party websites or other third party sources will not be matched in store.

•If the item is not available in the Advance Auto Parts system, we cannot issue a rain check to match the online price or competitor’s print ad.

•We reserve the right to verify a competitor’s advertised price and the availability of the item.

Price Match Guarantee excludes:

•Clearance, catalog, closeout, damaged product, used, refurbished, open packages or liquidation sales.

•Prices advertised only as a percent off or dollar off.

•Paid membership club or paid loyalty programs (i.e., prices that require a club or loyalty card that is associated with a membership fee).

•Buy one, get one if the retail price is not shown in the advertisement.

•Competitor coupon-required.

•Wholesale or tax-exempt prices.

•Competitor price matches on items where a free gift card is being offered.

•Mail-in offers or instant rebates.

Price matching does not apply to GPS units or Commercial heavy-use equipment

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At 0915, July 31, 2016, I attempted t purchase (2) 2.5 Gallon Containers of Shell Rotella Synthetic 5w-40 Oil. The store had the items priced at $67.XX; however, I could purchase the items from [redacted] the same day (and did after leaving Advance Auto) for $48.XX. When I went to the register, the clerk attempted and was unable to price match the items. The system responded the price was too low to match. I left and called customer service. The customer service rep stated they would not match [redacted]'s price as they were not an auto-parts retailer. I explained that there was no disclaimer or information informing of this policy on their Price Match Guarantee advertising on their Website. The only resolution the rep would provide is that "she would inform her supervisor." Ultimately their does not correct the problem with the fact that Advance Auto is falsely advertising they will price match as long as the item meets the guidelines set above. As a result of this, I wasted my time and added wear and tear on my vehicle to falsely think Advance Auto would stand by their policy; and therefore had to drive additional distance and waste additional time to drive back to [redacted]. Although I could only select the [redacted] location; this actually occurred at the [redacted] location (I could not find [redacted] on the list).Desired Settlement: I would like the policy / advertising to be updated reflect that they will not Price Match against [redacted] or other non-auto parts retailers. Additionally, I would like a $100 gift card for wasting my time and to earn my business back.

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 are aware of this issue stores face sometimes regarding price matching oil against [redacted], but the stores should be willing to assist Customers with this. We at corporate can also assist or work with stores to correct any issues that occur regarding this. We will be reaching out to the store in [redacted] to help them understand the correct procedure and how to better help Customers with this. We are willing to issue Mr. [redacted] the $100 gift card concerning this matter, but we will require a copy of the receipt from [redacted] proving that the Customer did in fact make this purchase after having the issue with our store. Requesting receipts from our Customers from purchases at competitors is normal business practice in regards to matter of this nature. If this is acceptable then we may be faxed at [redacted] and emailed at [redacted] please include an attention to Revdex.com # [redacted].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. Further, I will email a copy of the receipt as requested as proof of my purchase from [redacted]

Regards,

Review: I'm not getting my rewards couponsDesired Settlement: Advanced auto owes me about 60 bucks in rewards coupons but I don't get them. I check my spam folder and my trash, but no coupons. The guys at the store say they can't help, I have to contact Advanced. Frustrating.

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 we see that Mr. [redacted] had a duplicate account with a yahoo.com email address. This caused his rewards to get sent to the wrong email address. His current account is up to date with the phone number provided and Gmail address provided. We have issued three $20 off $50 codes to his Gmail address. We do see where mark earned these rewards, and want to thank him for his business. Going forward, if any help with our loyalty program is needed, we welcome Mr. [redacted] to call customer care at [redacted] 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 purchased brake pads in the summer of 2011.. They came with a lifetime warranty, which I have proof of.. The business is telling me that it only came with a manufacturers warranty and even if I showed them the proof, they said there's nothing they can do.. They are refusing to honor the warranty and I want the m to replace the pads at no charge..Desired Settlement: They are refusing to honor the warranty and I want them to replace the pads at no charge..

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 we would like to be provided the proof of purchase from 2011, once received we will engage our Field Leadership Team to contact our customer to work on a solution. To help us we will need the receipt so we understand which store our customer is referring too in regards to this opportunity. Also is the store where the pads were originally purchased, the same store in which our customer tried to get an exchange on the product? Thank you for collecting the additional information needed to understand this complaint fully.

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.Confirmation number is [redacted].Regards,[redacted]

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the rejection on the complaint from [redacted]. As per our warranty policy we would cover a replacement of the part if there is a manufacturing defect, as long as we had a valid purchase receipt. Normal wear and tear is not covered under our warranty, due to the escalation received I would like to send [redacted] a gift card in the amount of $50 to help support towards the purchase of new brake pads at any of our store locations. Once accepted I will have that Gift Card mailed out ASAP and would take 5-10 business days once sent to be received at the customer’s address. We 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.Accepting the $50 gift card. Regards,[redacted]

Review: (Rebate Claim [redacted]).

On April 5, 2015 I purchased (4) Denso Iridium IK16 Spark Plugs - Which were advertised as follows: \\\"SAVE $3 EACH BY MAIL When You Buy DENSO Iridium Long Life Spark Plugs\\\".

Although I met all of the requirements of the rebate offer, Advance refused to honor my rebate. I have contacted Customer Service, and Was requested to re-submit my information.

On three occasions, I have faxed my rebate receipt (and a copy of the rebate offer) to fax ###-###-####:

* April 22, 2015 at 11:31 AM (After speaking with '[redacted]')

* April 24, 2015 at 1:44 PM (Per C.S. Rep *. [redacted])

* April 29, 2015 at 12:39 PM (Today)

In spite of re-sending the proper documentation, Advance has refused to honor their rebate offer, or even respond to my inquiries.

I am concerned how many other consumers were 'baited' by this rebate offer.Desired Settlement: Honor advertising and forward rebate as offered.

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 any inconvenience our customer has encountered with our Rebate Team. We have been unable to verify the transaction information provided. If our customer could please fax or email a copy of his original sales receipt, we will be happy to look into this further and provide a resolution for our customer.

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.As metioned in the original complaint, a copy of the rebate offer, as well as the original sales receipt was faxed - and emailed - to the rebate center on three seperate occasions. (April 22) (April 24) and (April 29). This information was faxed to the number provided by the business. (###-###-####), and all faxes were confirmed as received.How many times does this information need to be submitted?

Regards,

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 reached out to our Rebate Team and they advised they have approved Mr. [redacted]’s claim for $12.00. Please allow 6-8 weeks for processing and shipping.

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: My husband and I had car trouble and went into the store for them to look up a part and the employee did not try to look anything up on the computer and he just said we cannot get that part. I thought they could have been more considerent and try to help us. This is the second time we have been told that they can't get that without even looking the part up. If they are not there to help then they don't need to be in business or they need employees to at least show so respect to help a potential customer. We had to fix our problem because our vehicle could not be started because of the problem we were having. Maybe they need employees that at least type the part into the computer before they blurt out they can't get the part before entering it into the computer. We were really NAD because they would not attempt to lift a finger. My complaint is real and peoples problems are real to be taken lightly they just was there to get a paycheck for doing nothing. I believe that we should be offered a free coupon for the lack of customer service and an apology.

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. In order to better assist with our customer’s opportunity we would like to understand which store Ms. [redacted] is referring to. If she could reply back with the store information we would be happy to engage the help of our field leadership team to find 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.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mrs. [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 have spoken to the General Manager of this store, [redacted] and he has attempted to contact our customer to speak with her further but has not been successful in doing so. We ask that Mrs. [redacted] contact [redacted] at their earliest convenience so he can provide her with a suitable 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.

Review: Purchased a heater core in June and had it installed. Heater core was defective which caused leakage in vehicle. Company that installed heater core informed us that it was defective and to return it for another one. Was given another heater core, which was substandard to what I had purchased. I still have the defective one and the replacement one. The first one was copper versus the replacement was aluminum. When asked about installation, we were told that we would have to pay to have it installed again. When I advised the employee at Advance, they gave me a number to call to file a Labor Claim. Upon calling the company to file the claim, was informed that the business had to file the claim. For the past two months was given the runaround by the employees at Advance. I then went in last week and they tell me that they only do "commercial labor claims." I was given another number to call another company who told me that Advance needs to file the claim. I again went to Advance at which time, I requested the corporate office's number. I spoke with a gentleman by the name of [redacted] who told me to fax or email what paperwork I have. Tonight at around 7:54 p.m., I received a call from [redacted] of Advance offering me $100 toward the labor and I could take the part back for a refund in it's original box. We don't have the box as the automotive place put it in back in June. I paid $229.83 and they only offer me $100 toward a part that was defective. I had to pay another automotive business to order and install a new heater core.Desired Settlement: To be reimbursed in full for the labor. Would not have incurred an additional labor charge if the part wasn't defective.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mrs. [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. It appears that the part has been refunded to our customer on 9/25/2014 and unfortunately, our warranty is limited to part replacement if the product fails. We feel that a goodwill gesture of $100 check is a fair offer due to the terms and conditions of our warranty policy; however, we would only be willing to provide $130 as a final offer to close this opportunity which will be mailed to the address on file, should our customer accept.

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 am accepting this offer with rebuttal. The attachment they sent is for warranty of parts not reimbursement of labor for their defective part, which I incurred additional labor charges. I have reviewed the response made by the business in reference to complaint ID [redacted], I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased items online to be picked up at the store and I paid through my PAYPAL account. The part I got was defective and I returned it to the store for a refund. I was told that the money would be returned to my account within the hour. The next day the money was still not returned. When I call the headquarters to ask why the money was not returned they told me that it was going to take 12 business days to process my refund. I bought the items in good faith and trusted that I would get working parts and I paid immediately. If I am told that the money would be returned within the hour that is what should happen.Desired Settlement: They have already received a cash payment from PAYPAL. I want an immediate refund in cash through the store or immediately to my Paypal account as promised by their store manager.

Business

Response:

Ms. [redacted], 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 our system shows we provided the refund to the paypal account on 10/14. Usually this will be posted onto the customer’s account within 1-7 business days, which should have told to our customer at the time of return. Due to the inconvenience this has caused, we have noted within our customer’s profile to receive $20 off a future $50 order, normal terms and conditions apply. Our customer will need to call our customer care team to ensure this discount is applied. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: Bought an alternator from Advanced and had a certified mech put it in my car, paid $84.80 for labor. Drove the vehicle about 200 feet and the part broke. Bought another alternator from Advanced Auto and the same certified mech did the work again for another $84.80. I Filed a form from Advanced to get reimbursed for the work done for the second time because of a faulty part. Advanced told me if I was a commercial customer they would reimburse me, but I am only a regular customer they told me I am on my own paying twice for the work done on my vehicle. This is unfair and they have a right to make the sistuation right being it was a faulty part they sold me the first time.Desired Settlement: I would like to be reimbursed for the labor I paid the second time to the mech. in the amt of $84.80

Business

Response:

Ms.

[redacted],

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. 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 Mr. [redacted] to fax

his labor invoice to ###-###-####. Once the invoice is 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 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 stopped in to store# [redacted] on 02/05/2016 to obtain warranty services on an idle air control valve item# [redacted] from order# [redacted]. I was told the only way to warranty my part was to do a return and then pay the difference, so the customer service rep returned the item. It was explained to me that this was the only way to warranty my online purchase. So I received a $25.50 credit for my warranty and then had to pay $31.50 plus tax for the new part. I was told by the customer service rep that he could not approve the $24.06 purchase price because it was in the "black". If I am returning an item for warranty I should not have to pay for the new item. I already purchased the item, the only thing I needed was a back counter swap! I shouldn't have to pay again, that's the entire point. Either the customer service reps need better training, or Advance Auto needs to invest in better customer service tools.Desired Settlement: Not only would I like a refund of $7.89, but I would also like to know who I can call from this day forward to rectify any further issue's with warranty. I do a lot of business with Advance Auto, and it would be a shame for your company if I started purchasing parts 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 this caused our customer. We are sending a $7.89 check to the address

provided. It can be expected in the mail

in 10-14 business days. Mr. [redacted] can

make note of reference # [redacted] for that check in the event he needs to call

to inquire about it.

In further response to Mr. [redacted]’s concerns, he is always welcome

to call us at [redacted], for assistance with online orders. He can call the same #, opt, [redacted] for the

Customer Care team if he needs assistance with anything not pertaining to an

online order.

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: I went to the store on 09/26/13, and purchased a battery, one of the store clerks installed the battery. When I crunk my vehicle to leave the store my air conditioner would not come on. I went back in the store and told the manager([redacted]). When he came to the car he stated the tech should have used a memory saver. My air conditioner now only makes noise no air comes through the vents the air is not hot or cold. I know my air was working because I had it on right up until the time the battery was switched out because I was waiting in the car. he manager wanted me to take my car to the mechanic next door, to have it looked at I did not want to do that because both my sister and myself have found that we where not happy with the service at that mechanic shop. I requested that I take my car to the dodge dealership since it is a dodge and they may know better what the problem is. Now they refuse to do anything. I called customer service on 09/26/13 and was told I would receive a call back in 24 hours no one called back. I called back on Friday 09/27/13 and was then I was told I would receive a call back on Monday 09/30/13. I went to the store on Saturday and talked to [redacted] who stated [redacted] the district manager was aware of the situation. It was [redacted] who told me they would do nothing about my car, this was after I called back again to customer service on Monday 09/30/13.Desired Settlement: I want my car checked by the Dodge dealership or some other neutral mechanic. I want my are conditioner fixed because it was working with out a problem until after the battery change.

Business

Response:

Ms. [redacted], 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 have engaged our Insurance Company Sedgwick CMS to contact Ms. [redacted], to understand all facts and provide a resolution on behalf of Advance Auto Parts. Our Insurance Company will be in contact with our customer ASAP. We 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.I have not been contacted by the insurance company Sedgwick CMS at all.Regards,[redacted]

Business

Response:

Ms. [redacted], Our Insurance company has contacted Ms. [redacted] in regards to this situation. Our customer will be taking the vehicle to the Dealership to have the vehicle diagnosed and will be making contact with our Insurance Company once completed, to verify if this incident is related to the battery installation. 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,[redacted]

Review: My daughters car had the alternator replaced at a repair shop in [redacted] in March 2015 while she was at college. She moved to [redacted] and the alternator went bad in August. The car was towed to the closest shop where the alternator was replaced. (advance auto did a warranty exchange). We were told she would be reimbursed for the labor she paid. She never was, and [redacted] who she was working with at the original advance auto no longer works there. A week ago the replacement alternator from August went bad. Car was towed to a shop in [redacted] where they confirmed the alternator was bad.. Again she got a warranty exchange on the alternator but had to pay labor again. I called Advance auto corportate to see about getting reimbursed for the labor for the 2 replacement alternators and was told they will not reimburse and the only one who can request would be the auto repair shop. The problem we face is these are 3 different repair shops, each have no interest in going after reimbursement as they have already been paid by my daughter (she had to pay in order to get her car back). I explained to [redacted] at Advance Corporate, that there is obviously a defect with the alternators and we should not be out hundreds of dollars in labor and towing because of their defective parts. He said they would not reimburse me. I asked if he could transfer me to his manager and he told me he is not available. I asked for his email and he refused. I asked for his bosses email, he refused. I asked for his bosses last name and he refused. I asked to be transferred to his bosses voice mail, at which time I was hung up on.Desired Settlement: I handle warranty and complaint resolution for a major manufacturer, and this is by far the worst handling of defective parts issue that I have ever encountered. Since we have now paid 3 times for the alternator to be replaced in a 9 month period, I would like to at least be reimbursed for the labor paid for the last two replacements. My daughter not only was out the labor, there were towing charges, and the money she had to spend for [redacted] to get back and forth to her new job each day. The least they can do is cover the labor we paid to replace the two defective alternators in a row.

Business

Response:

Thank you for bringing this to our attention. Ms.

[redacted] daughter was not the “purchaser” of the alternator; the repair

shop purchased the alternator from Advance Auto Parts. With this being said any

warranty provided to Ms. [redacted] daughter would normally be through the

repair shop that purchased the alternator from Advance Auto Parts since the

warranty is not transferable.

From the information provided, Advance Auto Parts has

already gone above the warranty and provided an exchange on the alternator on 2

separate occasions in an attempt to help out the end user of the alternator.

At this point we will not be able to provide labor

reimbursement for these repairs.

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 fact that my daughter had 2 defective alternators remains. Yes they replaced the parts, (as they should have), but now she has paid to have the alternator replaced a total of 3 times. As I stated previously her car has been towed to different shops as she moved. The previous shops are not going to take the time to file the claim for the labor reimbursement.. This is extremely poor business to stick the unlucky car owner with the expense of replacing alternators that were confirmed to be defective! I understand every business has policies, but every circumstance merits applying logic to do what is right when you have sold a bad product.

Regards,

Review: The site advertises that rebates are available when purchasing certain items. On 7/12/15 I made a purchase of these items which appeared on the rebate page f this company. I submitted the request through their system online. I was sent a confirmation and told the rebate was declined on 7/27/15. I replied and stated I would return the items to the store as they were still in original packaging and unopened. I received a reply on 10/28/15 which said my rebates were approved on 7/24/15 (back dated?) and I would get my rebates. On 10/1/15 I made inquiry as to where the rebates were as the 8 week waiting period had elapsed. I was then told they had decided to deny them again (without telling me) because they could not recognize the data in their system. I sent a copy of my order again and requested the name of the rebate company. They would not provide it after three requests and so I assume that Advance Auto is responsible for their own rebate system. If they have trouble with data in their system and can approve and then wait and deny a rebate without notice, this is a scam to get people to buy items and be stuck with them.Desired Settlement: I would like the $40 rebate or store credit for the items purchased under false advertising. I have most of the items, still unopened but are past the refund/exchange date. They can take them back if they choose.

Business

Response:

Thank you for providing us with

the opportunity to address the complaint that Mrs. [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

experienced. We see that online order # [redacted], placed on 7/12/15, does include

rebate eligible items. We would like to offer a $40 gift card via mail to

the address provided. Once our customer accepts, she can expect to

receive the gift card within 7-10 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.

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 went into Advance Auto, an [redacted]. asked me about the type of vehicle I had and when I told her, her exact words were, "I don't ever want to see another BMW." I should have immediately exited the store, because I could see that there was a problem. And she went on to explain that she just recently had a bad experience. So, she located the wiper blades and sold me a pair. I asked her if she wanted to help the next person in line, because that person seemed to be in a hurry. She told me that she ([redacted].) was the fastest around and it would not take but a second to replace my blades. First thing I noticed was she threw the new blades on the hood of my car, disregarding my paint job, then she hurriedly swapped out the blades and through her negligence and unprofessional-ism, she allowed the metal of the blade holder to slam against my windshield. Had she not been in a hurry, and carefully replaced the blades like a considerate person, this would not have happened. As a result, I had to wait, call the police to try and make a report, I called several numbers and got the run around, as well as take of my day in order to get the windshield replaced.

Order_Number: [redacted]Desired Settlement: Other (requires explanation)

Though Advance Auto paid for the repair of my windshield, I would like for that cashier to be reprimanded and properly trained in handling a customers' personal property with care. I have an 08 BMW 128i convertible. That car is very expensive to maintain, and I try to keep it up as best as possible. I also feel that I should be compensated for my inconvenience. I would like my money back ($32.35) for the blades that I purchased, as well as s

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. Our General Manager, [redacted], has spoken to Mr. [redacted] regarding the opportunity. Mr. [redacted] explained that we replaced the windshield, but he was not happy because it was not an original BMW windshield. Mr. [redacted] stated he would also like his money back for the windshield wipers and [redacted] provided our customer with a refund. After the call, [redacted] stated our customer was happy with the 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.

I am NOT happy with a generic windshield on my car due to the negligence of an employee. I am NOT happy with $32.00, and me having to sit at the Advance Auto shop for an hour and a half, calling the police, waiting for a scheduled appointment to get the windshield replaced, rearranging my schedule in order to get it fixed. NO, I am NOT happy with this resolution, nor will I be. This was an EXTREME inconvenience!!! And I feel as though I should be granted some relief from my inconvenience. To top it all off, now I have this thin/cheap windshield on my car because of stupidity! I HATE IT!!!

Regards,

Review: i'll paste a transcript here that will be more clear. I bought parts with a promotion that said I would get 50$ towards another purchase on particular date, I never got it when I complained I was told It was too late, check my junk mail, its my fault and finally oh well we see you are right so use this coupon code. Coupon code they gave wasnt what was initially promised as the coupon code couldnt be combined with any other sales promotions which would make it cheaper not to use it. I responded and they never replied and now I see they have switched the status to solved. Now of course I will miss memorial day sale pricing most likely, I understand these things happened I was a store manager for [redacted] at age 23, I get it, but there has been no one of authority I can find to help fix this. There are not enough free characters to post it here apparently but I have my reciepts clearly proving all that I say and my correspondence with their customer service team over the internet.Desired Settlement: I want only what my sales contract dictates, that I receive a 50 dollar credit for advance auto parts that I can use for a future purchase, no games, no coupon codes that render other promotions useless. that is all.

Business

Response:

Ms. [redacted], 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 after further research we were able to understand that Mr. [redacted] spoke with one of our Team Member’s via phone conversation in regards to this situation on 5/27 around 2pm. We have noted within our system that we will be honoring the discount our customer qualified for ($50 off a future order of $100 order, normal Terms and Conditions apply). Please have Mr. [redacted] call our Ecommerce Team at ###-###-#### and reference order # [redacted] to have our analyst manually adjust per the notes we have within the customer’s profile. Also, due to the inconvenience this has caused we would like to issue Mr. [redacted] a $25 Advance Auto Parts Gift Card, that may be used at any of our store locations to the address provided. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I am happy to accept their making good on their initial promise, I do wantto be sure that the "legal speak" doesnt come back to bite me, to clarify Iwant to be sure that when I have the credit applied to a order it will notsay something like I can only use one "promotion" at a time, I am not sureif you are familiar with their website but they use a business model ofnearly always having 20-40% off "sales" that are only sales because oftheir pricing structure, so I just want to be sure I am not excluded fromparticipating in their current "sale" when I choose to apply the credit aswas the case with the original promotion that I never recieved. Thank youRegards,[redacted]

Review: My battery is under warranty and they refuse to honorDesired Settlement: Since I had to purchase a new battery coming and they refused to honor it

Business

Response:

Thank you for allowing us to respond to this opportunity. Is it possible that our customer can provide purchase reciepts, and also the store location they went to by providing the city and state? Also if our customer remember's the store team member that was at the store, that would be helpful too. Once this information is provided we will look into this opportunity further.

Thanks,