Advance Auto Parts

Review: In January 2014 I purchased a vehicle battery for my car from advanced auto parts, at the time of sale the seller informed me that there is a 3 year no hassle full replacement warranty on the battery, even though I could have obtained the battery for less elsewhere, I bought it because of the way the warranty was explained to me by the sales person. Yesterday, my car would not start because the battery was dead, after trying to charge it and finding the vehicle charging system to be working, I removed the battery and tried to return it for replacement as it still had one year left on the "no hassle" warranty. the clerk that I spoke with was very rude and indifferent from the minute I brought the battery in and after explaining the problem, informed me that the battery was still under warranty but after testing still had a charge in it although the charge was low at the time. He then offered to recharge the battery for me but I would have to leave it and come back in 3 hrs to pick it up! I insisted that he honor their warranty and replace the defective battery but the clerk became extremely rude and informed me that I could "take it or leave it", and that I should "have a good day!" on the way out! I am sick and tired of business;s such as advanced auto, taking advantage of people by promising them the world when selling something and then not wanting live up to their promises when the time comes! This clerk was very rude and indifferent and should not be allowed to continue working in a customer service type environment, and from what I am reading online, this type of treatment has become the norm for advanced auto parts, it is time that they are held accountable!

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

request that Mr. [redacted] provide us, or help us find his battery proof of

purchase so we can better review his request, and take it for consideration.

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.

Please see the attached copy of proof of purchase as requested by company, although I find it interesting that all the belligerent clerk entered my name into the store's computer and located the transaction of purchase within minutes, yet corporate cannot and is requesting this!

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 would like to

apologize for the inconvenience caused to our customer. We do require a battery to test bad in order

to do a warranty exchange, as we want to ensure we are fixing the correct

problem. Due to the opportunity received, will be mailing our customer a

check for $139.19 as a one-time courtesy.

He can be expecting it in the mail in 7-10 business days.

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 2/02/16 I PURCHASD ITEMS AND STATE SALES TAX WAS CHARGED. WE ARE A GOVERNMENTAL AGENCY NAMED THE VILLAGE OF [redacted]. A MUNICIPALITY. THE CARD USED IS A [redacted] WITH THE [redacted] PRINTED ON THE CARD. I VISITED STORE #[redacted] WITH THE RECEIPT AND A [redacted] SALES AND USE BLANKET EXEMPTION CERTIFICATE TO HAVE THE SALES TAX OF $6.83 CREDITED BACK TO THE CARD. MANAGER [redacted] INDICATED HE COULD NOT DO THAT ON HIS SYSTEM EVEN THO I PRESENTED THE PROPER FORM. I SIMPLY WANT TO HAVE THE SALES TAX RETURNED. ORDER #[redacted] 2/02/2016 THE STATE OF [redacted] PROVIDES THE FORM AND IS APPROVED BY THE STATE OF [redacted] AND IS USED IN THOUSANDS OF TRANSACTIONS THROUGHOUT [redacted]. PLEASE CREDIT THE [redacted] VISA USED TO PURCHASE THE ITEMS.Desired Settlement: ON 2/02/16 I MADE A PURCHASE AT STORE #[redacted]. I AM THE MAYOR OF [redacted].

STATE SALES TAX WAS CHARGED EVEN THO WE ARE A GOVERNMENT ENTITY. I VISITED STORE #[redacted] AND PRESENTED THE [redacted] SALES AND USE TAX BLANKET EXEMPTION CERTIFICATE FOR THE [redacted].

A GENTLEMAN NAMED [redacted] INDICATED THAT HE COULD NOT CREDIT $6.83 BACK TO THE CARD USED EVEN THO I EXPLAINED AND AND SHOWED HIM THE REQUIRED [redacted] DEPARTMENT OF TAXATION FORM FILLED OUT. REFUND TAX PAID PLEASE THANK YOU

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. We request that Mr. [redacted] provide us their

tax exempt certificate. Once we have it

on file, and our tax department approves it, we will be happy to credit this

order as well as future online orders for tax.

Once approved, Mr. [redacted] can have orders credited for tax by

calling [redacted] opt [redacted] to have an agent credit tax off of the order as it

is placed; or he can email [redacted]

with his order # after an order is placed to have our team retroactively credit

the order for tax

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 originally purchased a set of spark plug wires two years ago. Last year those wires malfunctioned, and I had to exchange them. The wires go on a 96 Impala, with an Lt1 engine. It is very time consuming, and aggravating, to have to replace the wires. The wires malfunctioned again last month. I was not at all happy with having to replace wires on this car for the third time in two years, so I went to another merchant (autozone) and purchased the wires from them. After I removed the advance auto wires, I took the wires and the purchase receipt to advance for a refund. The manager, [redacted], was rude to me, and suggested that my issue was not the spark plug wires. She believed that the coil was causing the wires to become defective. I explained to her that I replaced the coil, along with the other ignition components when I replaced the wires the second time (and all those parts were purchased from advance). She indicated to me that the only thing she could do was provide me with another set of wires, which was a ridiculous offer after I had already explained to her that I already had a brand new set of wires on the car. The wires came with a lifetime warranty. Per the terms of the warranty, store credit, at a minimum should have been offered. It never was. I was given a number to call and voice my complaint. I called the number, and was told that I would receive a call back within 24hrs. I made that call a couple of days ago, and I am still waiting for that call.Desired Settlement: I would like a refund. I have been shopping at advance auto parts religiously for the last 13 years. If I need a part, I don't call around, I go to advance to purchase it. I felt disrespected and marginalized by [redacted]. At this point, this is a matter of principle. I may not receive the mere $49 refund I am requesting. However, I won't step foot into another advance store, and I'll never recommend it to anyone else in the future.

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 delay in responding. After reviewing the information provided by our customer, we are willing to provide a good will gesture we would like to refund Mr. [redacted] for the amount of $49.00 which has been requested due to the experience and inconvenience received at the local store location. Our promise is to provide superior customer service and offer high quality products when you need them. Again, 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 window visors for my 2015 Toyota Rav4 and followed the instructions on the manual. After having them on for about a week without opening my windows, they seem loose and seem like they would fall off if I open my windows while driving. I reached out to Advance Auto Parts, but every time I respond to an email, I get redirected to another representative and their solution does not help the situationDesired Settlement: Refund and instructions on how to remove adhesive without damaging vehicle

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 researched our customer’s opportunity and were unable to locate any emails from our customer to our Corporate Customer Care Team.

Upon researching Ms. [redacted]’s online order, we were able to locate the vendor who makes these vent visors. We reached out to the [redacted] Technical Support Team and asked them for instructions on the best way to remove the parts. [redacted] will be happy to discuss the specifics with our customer and answer any questions she may have about the removal process. [redacted] Technical Support can be reached directly at ###-###-####.

We have also reached out to the General Manager [redacted] at our customer’s local store, located at [redacted] and her Team will be happy to assist the customer with the return. All they will need is the online order number, [redacted], which we have provided the store.

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.

Advance Auto Parts provided me with instructions on how to take off the AVS visors for ones that go on the outside of the window, while mine are the ones that go inside the window seal.

Regards,

Review: Advance auto parts online store offer great discount and rebate with their online purchase.It offer free shipping over 75 dollars and free locate store pick up.As master mechanic myself I often buy parts from [redacted], advance auto parts and [redacted] and [redacted] has no issue of online order that pick up at store.They will warranty any defect parts at no cost simple bring the old one back with purchase receipt or look up customer information on computer.Advance auto parts will not honor parts that is under warranty at the store if purchase on line.They will not do any swap part at all. Only when is purchase at the store than they will honor the warranty over the counter.Customer has to contact online store than they will allow the store to take it back for refund.Then customer has to purchase again at on-line store or purchase at the store to get another part.The issue is that after period of time these parts cost went up also the discount may not apply due to discount has to be over certain limit before it could be use.For example brake caliper cost 100 at the store with discount on line I could get the same exact part for 80 dollars. now year later this part is bad. Then price could be 120 dollars now.If they will do the swap over counter then there will not be an issue. Now I am spending more and more money every time when these poor quality parts fail again.To me this is a scam. please advance.Desired Settlement: Advance auto parts must put on the website with on-line store purchases warranty only honor with refunds with prior contact to advance auto parts cooperate. Customer will have to make another purchase at the time of part return for exchange another part, and pay the different with part cost.

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. At this time, our online and in-store systems are not linked, thus creating the situations to which our customer is referring. Our current procedure does automatically refund a customer when a part is returned from an online order and the customer would then need to place a new order or purchase the part in-store. We have recently updated our policy to include price-matching when doing an online defective exchange. We have spoken with our customer’s local store and confirmed that they will match the online discount prices for a defective warranty exchange. We are currently working to integrate our systems and have escalated our customer’s concerns regarding the defective exchange process.

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]P.S please pass this message along to advance auto part. The associate [redacted] being very unprofessional. He mix discount, gift from company along with company mistake will not honor my defective part.I already brought a different brand part since I could not wait and playing with [redacted]'s game. I accept the apology from Advance auto part but will not tolerate [redacted]'s action toward my order.thanks again for listen.

Review: ORDER #[redacted] , ordered starter for my car and some other parts, I took the starter to my shop ..they installed it after two hours I found out it is not working proberly, I paid $60 installation for the shop. the starter is bad..to turn the car on you have to tab it with piece of wood..!!

it was a refurbished deffective starter..

contacting the web site and chat with [redacted], he want me to go to nearest store to check the starter .. the nearest store is over 200 miles away..then he asked me to ship it back..!!!

First I have no moeny now to uninstall this starter ($60) then install new one ($100) then send it back to get my refund!!!!! so I have to pay double money because I bought this bad part..

custommer service are very NOT UNDERSTANDABLE not profeissional at all.

I bout brake bads with this starter and I do not think I will install it after the starter experiance..Desired Settlement: I want my money back ..I will take the car to a shop to install real new starter not this broken part.

PLEASE REFUND MY PAYMENT.

Business

Response:

Thank you for allowing us to respond. We would like to apologize for the issues experienced with our customer's starter purchase. We will be reviewing the conversations with our customer and take action as needed. Due to the experience received we have refunded the starter and core purchased equaling $49.49

Review: In 2013, I purchase several parts for my car to have repairs. I ask the service associate about all of the parts needed to make those repairs based on his recommendations. The repairs were completed by a certified auto mechanic in [redacted]. On June 12, 2014, several of the parts broke on my car. one was an axle and the ball bearing. I have the car towed back to the location where the original repairs was done. Upon inspection of the car, the technician indicated the axle was broke and as well as the ball bearing. We the axle broke it cause damage to my fender and part of the under carriage. The car was repaired and I asked that all of the parts taken off the cars be placed in boxes so I could take the broken parts back to Advance Auto Parts.On Friday, June 20, 2014, I took the part back to the Advance Auto Parts location where I purchased the parts. After an hour and a half long discussion with the manager of the store I was refunded the money for the axle. The manager of the store never wanted to accepted what happen because of the defective parts. He made several attempted to deny the store warranty in addition to telling me he was only going to deal the axle in refunding my money. I have all of the receipts associated with the purchased and all of the repair receipts associated with the car

Product_Or_Service: Axle, 2 Ball BearingsDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to recieve a complete refund for the defected parts, be refunded for the repair cost incurred at Advance Auto Parts expense and have my fender replaced and/or repaired at Advance Auto Parts expense.

Consumer

Response:

Please note the address to my complaint [redacted] is wrong.

[redacted] Please make the correction to my complaint.

Thank you in advance,

[redacted]

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. To better assist with a resolution we would like to ask if Ms. [redacted] would attach her receipt information to this complaint, fax her receipt information to [redacted] or provide us with the store she purchased the parts at along with the part information. Once this information is received we would be happy to review and 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.

Regards,

As requested I am attaching copies of my receipts ti be submitted as a part of this complaint. Should you have any questions or comments please feel free to contact me at [redacted]. Thank you in advance.

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 delay. Our Risk manager, [redacted], has reached out to our customer to provide her with a resolution. If Ms. [redacted] has not contacted [redacted] back we ask that she call [redacted] so he can speak with her regarding her claim.

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 unsatisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have called Mr. [redacted] on two separate occasions. I await his call to further discuss the fact that right axle broke on Wednesday, July 16th, 2014 causing damage to the right side of the car as well. I just got the car back today and I have copies of the repair bill for review. The is now damage to both sides of the car as a result of the defective parts.

Regards,

Business

Response:

[redacted] has been in touch with Ms. [redacted] yesterday and today via email. He is in the process of trying to reach a fair settlement with our customer. Any future communication should be between Ms. [redacted] and [redacted]. Please let me know if there is anything else I can assist with.

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.

The compliant has been resolved. I would like to thank you for your assistance in resolving this matter

Sincerely,

Review: Was referred to Advance Auto Parts through a third party referral (theirs) to which a promo code is pre-loaded. When I chose an additional promotional code of equal discount but with additional benefits (from their banner ad) - their system chooses for me which to process with. After the fact, the customer service personnel drive on the fact each promotional code has certain fine print which in fact eliminates each other... Going as far to suggest I owe them money... Ask for a supervisor - and you get hung up on (twice). When you finally fight your way through explaining your situation a third time - the supervisor falls back upon their internal documentation with dictates you are wrong and they are right - as there is NOTHING sent in receipts to the consumer. When you question certain items (or why they were or were not discounted in an effort to show that in fact their system does not allow for multiple discounts - but it does allow you to put them in - then it determines which is most beneficial to them, not the customer - all the while not letting the customer know that a certain coupon isn't being used - it simply processes the order), they get upset with you and suggest you read the fine print. From my viewpoint - the order processed with a certain promotional code - as in BOLD LETTERS its said it was accepted across the top of the shopping cart... When in fact it isn't - so in the end - I'd suggest this is simply FRAUD. They make changes to your order with out your approval.Desired Settlement: First - Acknowledge the fact there is an issue - as the fact you make changes to an order without the consumers notification is a VIOLATION of the card associations operation procedures (Visa / MasterCard). Second - honor your promo code. Third - properly train your personnel to handle FRAUD on your own part - then make sure you fix the website.

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 it seems that two promotion codes

were used on the online order and our system only accepts one. If a promotion

is entered and then changed, it will accept the first promotion unless the

original is “deleted” from the edit page. We also have a dedicated online

customer service team that would be happy to assist in placing online orders by

calling ###-###-####.

We

want to apologize for the inconvenience our customer experienced while checking

out on our site and would like to send Mr. [redacted] a $25 bounce back coupon

that can be used on a future online purchase, if he accepts.

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: I was personally insulted and denied service by [redacted] over his own personal beliefs and taking things out of context. This happened in the North Port location. Not just once, he made sure to rub it into my face in front of one of my own customers. I come in there all the time and I'm a commercial customer and do quite a lot of mechanical work. Auto parts stores are my home away from home and I always like being friendly with the employees and receive good service in return. So I was appalled at this service and called corporate. They didn't seem to care and even told me writing about this is "leaving nasty comments". How is it nasty if I'm just sharing my experience? This is pathetic and I'll be sure to share my "nasty comments" with everyone I know. I wonder how Autozone would have handled this problem.Desired Settlement: I want to feel like I actually matter as a customer and receive some form of compensation over the way I was treated and how much time I've waste trying to get some justice. I'm sick of just being told "we have it documented". That doesn't show anything on behalf of Advance Auto Parts as far as resolving the matter goes. I've spent thousands through Advance Auto Parts and believe I deserve better.

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 have engaged our management team over this store to make contact with our customer to speak about these opportunities and put steps in place to resolve. They will be reaching out to our customer ASAP. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: We purchased 4 sets of Monroe Struts per the Shock O Ween Promotion for my 2000 honda. Per the advance auto staff these stuts would quaillify for the buy 3 get one free promotion. We followed the rebate proceedure and on Oct 15, we recived an email from [redacted] stating that our rebate had been denied.

Dear [redacted],

Thank you for your [redacted] Rewards purchase. Your rebate request #544719 has been denied for the following reason(s):

Product 1: 000000

- A REQUIRED PRODUCT WAS NOT PURCHASED. THEREFORE, YOU DO NOT QUALIFY FOR THIS REBATEDesired Settlement: refund to honor the Shock-O-Ween promotion. (Buy 3 get on free)

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 it seems that the incorrect product was purchase in order to qualify for the rebate. We sell premium and economy type struts/shocks and it appears that the economy may have been purchased. Due to the incorrect information being provided, we would like to support our customer for the amount they have requested $52.54 to be sent to our customer’s mailing address provided as a good will gesture due to the inconvenience this has caused. The check will arrive within the next 5-10 business days to our customer’s home address.

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 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 a 4 pack of spark plugs for my 2004 Hyundai Santa Fe 2.4L 4 cylinder on 1/17/16 at the [redacted] location. I took my truck to my mechanic at [redacted] and he said that they were not the correct spark plugs that the ones in my truck had a larger thread and I had to pay him for 4 new spark plugs plus a coil to repair my truck. Last night I went back to the [redacted] location to return the 4 Spark Plugs I purchased the day before and [redacted] REFUSED TO return them and give me my $32.91 back!!!! He said that one was used and one of the other ones had grease on it from the shop and he cannot resell them?? So I am stuck with the incorrect spark plugs that [redacted] gave to me because he is worried about reselling them that is NOT MY PROBLEM THOSE SPARK PLUGS ARE NOT THE CORRECT ONES FOR MY TRUCK AND I SHOULD NOT HAVE BEEN REFUSED A REFUND!!!Desired Settlement: Plan and simple I want a refund in the amount of $32.91 which I paid for the 4 INCORRECT spark plugs that [redacted] sold me on 1/17/16

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.

Due

to the opportunity received, we have issued a check for $32.91 that we will

mail to the name and address provided.

Mrs. [redacted] can be expecting the check in 10-14 business days.

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 bought a [redacted] lifetime muffler and 14 months later my inspection guy said it was already bad but it is a [redacted] muffler with a lifetime replacement and to take it back to where I bought it and they will replace it with no problem. Well, he must not deal with Advance Auto in Ellwood City, PA! They said I needed my sells slip proving I bought it. I told them I probably couldn't find it but would look to see if I had it. I asked if they had record of it in their computer to save me from looking for it. They said they keep all records for two years and if I bought it 14 months ago, they would have it-well, you guessed it!- they didn't have no record of it but had record of ever little stupid thing I bought in the last two years that DIDN'T have a warranty, ei., oil, filters, lite bulbs, ect. They said the only way they could replace it was if I had the receipt. After talking to my friends about how Advance Auto had ever receipt in the last two years but the complete exhaust system(over two hundred dollars), they informed me that they had the same thing happen to them when returning a warranty item-no record in the computer. I thought it was a great feature that Advanced Auto's computer kept record of all purchases in the last two years in case I lost my receipt, BUT, their computer seems to delete any proof of purchase that has a replacement warranty-SLICK!-long before two years! I could have bought a cheaper muffler with no warranty for less than half the [redacted] price and probably get longer than 14 months out of it but the lifetime warranty sounded better-just don't loose your wallet/receipt cause the only guarantee you will get at Advance Auto is I guarantee they won't have record of you ever buying it!Desired Settlement: I return the old [redacted] muffler for another one.

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 and we would like to understand the purchase of this item further. Was the ote, purchased at our store in Ellwood City, PA, or could another local store have sold this item? As our computer systems are not linked together which may be the reason as to why that store could not find the purchase. Also what is the year make and model of the vehicle this product is on. It also may help us to be provided a copy of a bank statement, if the product was purchased with a debit/credit card so we can research the sale of the item to try and assist Mr. [redacted] further. We apologize for the inconvenience this may have caused and look forward to hearing from you.

Consumer

Response:

The exhaust system was for a 2005 Chevy Malibu. It included an intermediate pipe, resonator, middle pipe, and muffler. Two days later, our mechanic bought a flex pipe also from Advanced Auto which he had to weld on. The car doesn't get driven much now and approx. 22 months later, the whole system is shot-flex pipe and all! All I'm asking for is to replace what had a LIFETIME GUARANTEE-the muffler only with exchange. The system had to of been purchased in January of 2012 for the FEBRUARY 2012 inspection. It was 13 months later when the inspection was due (February 2013) that our inspector pointed out that the muffler was already needing replaced! I said "No way! I just put that on last January, it cant already be bad!" He too was surprised it was already bad. He was the one that pointed out that it was a [redacted] LIFETIME muffler and to just simply return it to where I bought it and there should be no problem exchanging it-just bring in the old muffler-He also doesn't deal with ADVANCE AUTO. A few weeks later(March2013) was when I tried to return the muffler and found no record of my purchase and nothing could be done about it without me having my receipt except once again pay full price for another muffler. The employee from ADVANCE AUTO seemed to enjoy knowing that I wasn't getting another muffler and that I was going home to re-install the old one and try to get a few more months and closer to the next inspection. I need to soon ready the car for inspection plus the muffler has been annoyingly loud but I'm trying to get along as long as I can out of it so if the muffler system only last for 13 months, that I can try to get it to make it through two inspections if I plan it right-PITTYFUL!! Could there have been someway that the employee from ADVANCE AUTO was able to somehow not put it through the computer and therefore no record of my purchase and possibly pocket the money since I paid cash? I heard they had a similar problem back then at the Franklin Township store with one of their employees who they since fired. I have no reason to lie that I purchased the muffler system from ADVANCED AUTO and in the same sense I don't think it is fair to see if another [redacted] muffler dealer can help me with the exchange even though I didn't buy it from them. I was assured that [redacted] isn't the holdup as long as I have their muffler for exchange-the problem is within ADVANCE AUTO. If worse comes to worse, I will eat the loss and learn from my mistake that if I loose my wallet, so too I loose any lifetime guarantee from ADVANCE AUTO.

Business

Response:

Ms. [redacted], Thank you for the additional information provided by our customer. Regardless of how this was paid for the system automatically prompts for customer information within our computer system on any warranty item. We have searched to find this purchase and are unable to come up with a purchase for this product. As a good will gesture due to the opportunity and inconvenience. We would like to offer our customer a $100 Gift Card that may be spent at any Advance Auto Parts location to help support a potential new purchase for the product needed at the address provided within this opportunity. 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. The $100 gift card will be spent on the muffler for the 2005 Malibu but it may not be a [redacted] since it was so short lived. I will continue shopping at Advanced Auto!Regards,[redacted]

Review: I purchased 2 Hydraulic Hatch Back arms (R and L) for a 1997 Honda Civic. I came in with the Part numbers from another location with the price. The R was 36.99 and the L was 30.49. I was charged for 2 Right arms at the more expensive price @ 36.99. I was doing this little repair job as a favour to someone, and only realized I was overcharged when I was going through the receipts. I am now back in the Bahamas and am told that they cannot do anything unless I return to the store with my credit card and I.D.Desired Settlement: All I am asking for is for a credit to the same credit card I used!

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 has caused. Unfortunately, without returning to the store we are unable to issue a credit to the card used as we do not keep these numbers on file. If our customer will accept, we would be more than happy to send a check to the address on file for the difference of $8.72. Once accepted the check will be sent through processing and should arrive to our customer within 7-10 business days.

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.But, as I don't believe I provided an address, if they would be so kind as to send the cheque to: [redacted]

Regards,

Review: On 7/12 I ordered a size 31 battery from Advance using an online coupon for $50 off. Order #[redacted]. When I went to pick up the battery they tried to give me a battery that was 15 months old (made 4/14). Batteries have a lifespan based on time moreso than useage which makes this completely unacceptable. They shouldn't even have a battery on the shelf that old.

When I voiced a complaint regarding the age of the battery there was no offer so source a newer battery from another store which would have been acceptable to me. Simply a mumbled sorry like it was my fault for expecting a reasonably new battery (few months old would have been fine).Desired Settlement: I would like reasonably new battery at the price I paid.

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 reached out to the General Manager, [redacted], at our store located at [redacted] and he was able to locate a battery with a May 2015 date code at a nearby location. [redacted] is picking up the battery today and it will be available at the store for our customer to pick up and complete his existing online order. We would like to ask Mr. [redacted] to bring his online order number with him to the store (Order #[redacted]), and he will be provided the new battery.

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: Credit card not processed while waiting in store. Advised would have taken up to 48 hours despite waiting in store. First c/s representative ([redacted]) unable to assist with concerns. Transferred to next representative ([redacted]) who disconnected call. District leader ([redacted]) returned call but referred to online relations manager (forgot name) who returned call. This person called to advised unable to help despite my having waited in the store for over an hour for credit card processing, nor for the bad customer service received from the company's representatives.Desired Settlement: For credit card transactions needing verification request that the customer provide identification real-time. Practically stated, create an internal code that prompts the cashier to request identification from the customer who is standing at the register. ---It is unreasonable to require a processing time of up to 48 hours while a customer is standing in line.

Consumer

Response:

That’s correct, I placed an order online that I would’ve ideally picked up at the [redacted] store. Unfortunately, the online transaction was never processed / forwarded to the store. Please let me know if this helps.

Thank you, [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. 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 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 customer having to wait 24-72 hours is inconsiderate given that you advise them order can be picked up as soon as 30 minutes. Finally, please do not insult me with your 20% discount, and focus on your larger consumer population by working to resolve the terrible customer service that you extend to those who shop in your stores and online.

Regards,

Review: In March of 2012 I purchased an alternator that had a lifetime warranty from Advance online service with in store pickup at [redacted]. Store. I put it on for the customer and immediately had a loud whine. Returned it to the store and purchased another one at that time which was considered an in store purchase. Alternator in now bad again and customer does not have the receipt and I told her that advance has the information about the purchase and Advance said they do not have the information where I purchased it in store in March of 2012 as they only keep information for 2 years. Calls to the store and the online service ordering dept. were to no avail.I told them I purchased it, as the online service verified I purchased and returned the first one and they also showed I bought the second one as an in store purchase but the in store dept does not show it? Go figure!!!! They had that record still in their system but the store did not have the in store purchase so the warranty I was given is not being honored even though I told them I can bring it in and they can verify it is theirs and it is the one I needed for that particular car. The manager says that I could have taken it off another car and I may not be the original purchaser? They said I have no recourse since I do not have a receipt showing I purchased it even though I have the alternator in hand. Now the customer has to go buy another alternator and that is not right !!!!

Product_Or_Service: alternatorDesired Settlement: DesiredSettlementID: Refund

I would accept an exchange alternator but the customer needs her car so she will have a new one by the time I hear back about how this gets resolved. I would expect a refund so I can reimburse my customer since she will have to buy one tomorrow. Now with this problem My business reputation may be questioned and I might lose this person as a customer when I tell her a part I bought for her with a lifetime warranty is not being honored without a receipt even though

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 have spoken to the General Manager over our customer’s local store and an exchange of a new alternator has been provided to Mr. [redacted]. Please let me know if we can assist 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.

Review: The store employee loaded a vehicle battery into the backseat of my truck and did not secure it. When I got home I opened my door to retrieve it and it immediately fell out of the door, damaging the door on the way out, and hit the concrete, exploding and throwing battery acid all over my driveway. I called the store to let them know I would be exchanging it for a new one and they needed to be more careful when loading batteries. They told me they would not accept my exchange, the damage to my truck, or driveway. I called their corporate who pushed me off to their district manager who put me back to the store manager who offered me a 10% discount on a new battery, which was the same my military discount offered me. They wouldn't even take it back for it's core charge!Desired Settlement: The battery was for a vehicle I was selling and was forced to take it to [redacted] who would accept the core value for it and spend another $110. I still have a damaged door on my $25,000 (KBB value) truck and stain on my driveway that need to be corrected.

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 have reached out to our Store Manager and District Leader to gain the details from our store location to understand how they will try and resolve with Mr. [redacted]. I have asked that they provide an update this week and our customer should be receiving a call this coming week from our store team on what the next steps will be to try and resolve with Mr. [redacted]. 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.

Business

Response:

Ms. [redacted],Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. We have reviewed the information provided and have engaged our Insurance Company [redacted] to gather further information for resolution. The claim number assigned to this opportunity is [redacted], since this has been turned over to our Insurance Company any further questions or concerns must be facilitated by our Insurance Company at ###-###-#### using the above claim number.We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: I purchased a battery for my car as a spare. Was charged $18 core charge. My husband changed the battery 2 weeks later and unknowingly took it to another store for recycling. I called customer service and they said they will not refund the $18 to my credit card because they are charged a fee from the manufacturer to return the battery for recycling. This charge is not valid as Advanced doesn't have the old battery to return to the manufacturer and is not incurring the charge from them.Desired Settlement: I'd like to $18 core charge to be credited back to my credit card.

Business

Response:

Ms. [redacted],

Thank you for allowing us to respond to the opportunity presented by Ms. [redacted]. We have looked into this situation and would to apologize for the inconvenience this has caused our customer. As requested we have processed a $18.00 credit to our customer’s Master Card.

Again, we would like to apologize for the situation and any inconvenience this may have caused and we 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 see that the business refunded the surcharge and consider this complaint resolved.

Regards,

Review: I purchased a car battery and the terminal connectors from this Advance Auto Parts store for my 2008 Toyota Corolla. They installed the battery in the parking lot as they advertise. One week later, the starter in my car died. I took it to the closest repair shop who replaced it. Two weeks later, the brand new starter died. I took it to the closest repair shop and explained what was going on. When examining my car, the repair shop noticed that when my new battery was installed by Advance Auto Parts, the old terminals were removed by cutting the cables. Since the cables were cut, it created a short circuit in the electrical system which was ruining the starters. So I am out the cost of two starters and the battery cables/harness ($2,000). When I told the store about this issue, the store manager said that she would have to call corporate and they would call me. No return call. I called back and the store manager told me to call the district manager on his cell. He had been informed of my issue. When I called his cell, it was answered and immediately disconnected. When I called back I left a message explaining who I was and how to contact me. No return call. When I called back 1 week later, again the cell phone was disconnected immediately after picking up. I called back and left another message.But for the negligent/incorrect installation of the new battery, I would not be out $2,000.

Product_Or_Service: Car Battery and Terminal ConnectorsDesired Settlement: Other (requires explanation)

Again, but for the negligent and incorrect installation of the new battery, I would not be out $2,000. I want Advance Auto Parts to make me whole by picking up the cost of my repairs caused by their employee's improper installation of the new battery and connection terminals.I also want Advance Auto Parts to properly train their employees on how to properly remove and install batteries and terminal connectors.

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 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], as they will be handling this for Advance going forward. If Mr. [redacted] would like to contact [redacted] they can be reached at ###-###-####.

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.

I contacted the insurance company [redacted] concerning this issue. [redacted] could not find any information concerning this issue anywhere and had no idea who I was or what I was calling about. They said that they could not process a claim without the claim number which I have not been provided. They also said that they had not been contacted by Advance Auto Parts about this issue.Would it be possible for Advance Auto Parts to provide the claim number to me, and to also contact [redacted] so they are aware of this issue so a resolution can be reached?

Regards,

Business

Response:

We would like to apologize for

the inconvenience our customer has experienced.

We have

contacted [redacted] and the claim number for Mr. [redacted] is

[redacted]. The number for [redacted]

to follow up on existing claims is ###-###-####. [redacted] should be able to provide our

customer with updates on the claim and also who the adjuster working on his

claim will be. We sincerely apologize

for the delay.

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,

Very bad experience trying to get a battery that is in warranty replaced because a repair shop bought it for me.

They refuse to honor a warranty on a battery thay admitted is theirs and the date code on the battery says it was made in September 2012 because I do not have paperwork from Oct 2012 and did not buy it personally even though the battery was bought for me and my car by a shop working in the car.

Customer service email tag games

Calling customer service results in a phone tree that service that is a pain and after pressing all the buttons all I get is hold music and a message asking me to please hold. Tried several times and gave up after 5-10 minutes on hold each time