Advance Auto Parts

Review: I had purchased the Autocraft Gold battery from AAP on 12/17/2010 (Order Number: #[redacted]) which comes with 36 month free replacement or 84 months prorated warranty. My battery was giving me a problem (as diagnosed by AAP local store in [redacted]) and they asked me to replace it last week. I talked to them about warranty and they said we do not do pro rated any more. I mentioned them that I am eligible for proration but store manager declined to do anything as original order was placed online and picked up at different location. I would think that I am eligible for 37.5 months of credit.

I bought the new battery online on 10/31/2014 (Order Number: #[redacted]) and paid the full price less current online order promotion.

I have talked to their customer service agent as well manager to resolve the issue but they said that since I got the online promotion I am not eligible for any proration credit. At the end, he gave me $10.60 credit as one time courtesy. This amount is still less than what I should have gotten as prorated credit which manager mentioned as $44.04.

I think AAP are mixing current promotion and prorated credit as one thing. I think they are two different things and should not be combined. Anybody who buys the stuff online gets the discount if they meets the requirement.

Ideally, I should have received cost of new battery ($131.99) - less credit ($44.04) but they did not honor that. I would have bought wiper blades (which I ended up buying from [redacted] on 11/03/2014) if the price falls below $125. I even mentioned them to add those wiper blades into order but they are not ready to do as they have to offer $44.04+$50 discount on total order. I have spent more than an hour talking with them.

I do not think I am treated fairly here.Desired Settlement: Prorated credit

Business

Response:

We have worked with our ecommerce team and they have credited our customer's method of payment $47.11 for the prorate on this battery. Our customer also received the $50 off, total discount is $97.11.

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: Advance Auto Parts issued a new replacement part to myself. An alternator for my 1988 Chevrolet Van. It failed while out of town less than two months after installation, by me. Advance is not assuming responsibility for the repairs, stating that since it was done by a do it yourself person and not a repair shop they can not refund the entire repair order. I am seeking full reimbursement for the repair invoice. Since the breakdown was out of town and a vehicle had to be rented to return home and train ticket purchased to return to retrieve the vehicle due to the alternator failing. The alternator failure also caused the 3 month old battery to fail. I spoke with [redacted], district manager, with Advance Auto Parts and he said Advance Auto only issues reimbursement when the repair facility files the claim. I explained there was nothing in writing within the store nor on a receipt that covers explanation of liability of parts failure and the consequences that follow. He stated he would reimburse the cost of the Advance Auto alternator not the new one and pay the labor costs minus towing and cost of the battery. I did not find this acceptable.Desired Settlement: Since this whole ordeal cost me $2,319 due to their part's failure I think $538.80 is a small price to ask for. I am not asking for any travel expenses, rentals, or business reimbursement. I want Advance Auto to take accountability and stand behind the products they sell. While I have not worked for a repair facility for a while nor own one, I am a veteran technician and have a degree in Automotive Technology. I would request the reimbursement of the entire work order at $538.80 Thank you.

Consumer

Response:

This is in response for the additional information required to process my claim. The alternator was a defect replacement (lifetime warranty) from my original purchase a few years ago. When the original alternator was purchased, it was new, upon reviewing the replacement I was given from store [redacted], on [redacted], in Salem Va., the replacement unit was remanufactured, not new. This unit was the one that failed and caused all these underlying issues.

I went to the Advance Auto on [redacted]. This is my home store. I believe the store number is [redacted]. I originally spoke with [redacted], the assistant manager, on August 2nd about a refund on the repair order and he said his GM, [redacted], would have to review and [redacted] assured me I would receive a call from his GM on Monday, the 4th. Additionally [redacted] made copies of the receipts and work order from [redacted], in Manassas Va.. I never received that call, on Monday, and had to follow-up with [redacted], myself, by calling him on Tuesday, August 5th. [redacted] said he had been too busy the day before to address my issue. We spoke and I explained everything that transpired to [redacted]. He just explained that he could give me money back on their cost for the alternator and that Advance does not cover DIY replacements and any claims have to be filed by the repair facility. I then asked where this information was located? On my receipt? Somewhere posted in the store? All I got was "Sir its company policy." I then requested to speak to his District Manager whom [redacted] stated was [redacted] said he would be happy to have [redacted] call me, I said I would like to call [redacted] after the lack of follow-up from Monday.

I spoke with [redacted] later Tuesday morning and after explaining the situation to him, again, he too said they would cover the cost of the alternator, not my cost for the repair which was over $189 for the alternator alone, but Advances retail cost to me. Upon further discussing it and questioning their DIY policy and repairs [redacted] expressed they would do a customer satisfaction and still pay Advances cost for the alternator and also return the labor cost minus towing and the battery. This did not satisfy this customer. I told him I would think about and after thinking about it, I thought as being a business owner, myself, I would never treat a customer this way or to put it plainly, I stand behind my products. I tried sending a copy of the work order and receipt to the Revdex.com and it will not except any of the formats I use. I do not use fax. If need be I can drop a copy off to the local office for you. As stated previously, Advance has a copy of this and I have the original.

Best 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 reviewed the information provided and would like to apologize for the inconvenience this caused our customer. It appears that the District Leader, [redacted], has offered to refund Mr. [redacted] for alternator he purchased from us when it is turned in. Additionally, [redacted] has offered Mr. [redacted] a goodwill gesture of $160 to assist in covering the labor and diagnostic fees that he incurred. Unfortunately, our warranty is limited to part replacement if the product fails. Due to the opportunity received we would like further offer $70.00 as a goodwill gesture. The combined amount of $230 will be mailed to the address provided; however, in order to receive reimbursement for the alternator Mr. [redacted] will still need to return the part to his home store. For reference, I have provided a copy of our Advance Auto Parts Limited Warranty Policy as it can be found on our website or in our stores.

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.

While I appreciate Advance Auto Parts position and their attached warranty policies but nothing further on shop vs DIY installations information, my question is still why this information was never presented to me upon my request? Furthermore the alternator part failure happened within 2 months of warranty replacement from original part purchase (not sure about stated warranties back at original purchase), but I buy lifetime products for lifetime warranties commercial or not, nothing stated in writing otherwise, in plain view) so this falls in line with what I just reviewed that was sent to the Revdex.com. I would like to know where the policies are posted in the stores? In regards to the offer from Advance Auto Parts, I had issues coming out of New Jersey yesterday with voltage dropping, in the vehicle, caused by the alternator that the garage involved in this complaint installed to replace the defective Advance Auto Parts Alternator in question. I had no choice to find the closest auto parts store to replace part and it happened to be Advance Auto so I traded the bad alternator, I had stored in my van in for a replacement to get the Van operational. So now that Advance replaced the alternator I have nothing to return, but did not return alternator previously because Advance only wanted to issue cost for their alternator. I wanted the cost I paid for the new delco alternator the garage installed. I have spoken to the garage and they are going to now reimburse me for their bad alternator at $170.32.

Since the battery was discharged and failed due to failure of the Advance Auto Parts alternator, I do seek reimbursement for the battery as I always have. If Advance will issue reimbursement for $368.48, This will resolve my complaint.

Regards,

Business

Response:

In regards to the complaint that Mr. [redacted] has filed we would like to respond further. It is important for us to hear from our customers and we will strive to meet your expectations.

We feel that our previous offer of a $230 check is a fair offer due to the terms and conditions of our warranty policy; however, we would only be willing to provide $260 as a final offer to close this opportunity. Please let us know if our customer accepts and we will go ahead and send the check to the address on file.

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 will resolve the complaint at $300 which I am still am not satisfied with, but it will put the issue to rest.

Regards,

Review: I ordered some engine oil through Advance Auto Parts website on 6/3/2014 with order # [redacted]. I got a confirmation email on the same day. Since it is for store pick-up, I was expecting to get another email saying the order is ready for pickup. But that email never came, so I called their customer services on 6/6 and was confirmed that the order was ready. I plan to pick up the order this Friday (6/13) and I even I asked for half day off from work. This morning (6/11) I got an email saying the order was cancelled. The reason being "As you requested, we have cancelled the order below." This does not make any sense because I never requested cancellation. So I got in contact with them via on-line chat. I was told the order was cancelled because I was not able to pick it up within 8 days. First of all, no one told me it will only be held for 8 days. Second of all, they never sent me a email to confirm that the item is ready for pick. I was only confirmed by phone on 6/6. If the 8-day rule does apply, I still have 3 more days left. Last but not least, what the on-line customer representative told me contradicts with what the cancellation email says. I never cancelled the order myself.Desired Settlement: I would like them to redo the order and let me pick it up in a week. I would not accept refund

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 ecommerce senior analyst, [redacted], has contacted Mr. [redacted] and spoken to him regarding the order cancellation. A new order, [redacted], has been placed and a 50% discount was given for the inconvenience. Please let us 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.

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.

Have received the oil.

Regards,

Review: I purchased a new clutch set(part# [redacted])(part cost $107.99) online for a 1984 Ford Ranger 2.0L carburetor engine on 8/6/2013 from Advance Auto Parts. When I went to pick the part up I was given the wrong part(part# [redacted]). I took the part that was given to me by the employee at the store #5352 to L, Atlanta, Ga 30315 to get installed on my vehicle which cost me $250.00 for labor. After the part was installed in my vehicle I took the old part back to the store and found out that the part I should have received was not only the wrong part, but the right part that I should have received was sitting on the counter right behind the employee. At this time I told the manager on duty about what happen and [redacted] wrote on my receipt that I was given the wrong part and that I should speak with the store manager to try to get the situation handled. I left and told Lakewood Emission 1([redacted]) what happen and Lakewood started that they would install the correct part but I would have to pay the labor rate again. I stated I would talk to the store management and see what they can do to get this problem taken care of. Well the store refuse to pay the labor to get the right part placed on my vehicle but they have acknowledge that they will exchange the part for me when I get the old part taken off my vehicle and bring the part to them. My problem is that I am stuck because I shouldn't have to pay another $250.00 because if Advance Auto Parts employee did not give me the wrong part I would not be filing this complaint. Its been over six weeks now and I have no other recourse but to file a complaint and try to get justice this way. I shouldn't have to pay for Advance Auto Part employee mistake. And I have the receipt with advance admitting their mistake in this matter. Thank you, Need Help [redacted] ###-###-####/Product_Or_Service: New Clutch Set Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Advance Auto Part to pay($250.00) the get the correct part installed on my vehicle the labor rate that I paid. And replace my part with the correct part that I originally ordered which they have already stated they would when I get it off my vehicle and take it to them.

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 attempted to contact Mr. [redacted] at the phone # provided but have not received any return calls from the voicemails we have left. Our District Leader is willing to work out a solution with the customer, but we are unable to get in contact with our customer. 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 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.In the response to my complaint, Ms. [redacted], if she did call, she didn't leave me a message to contact her at any particular phone number or email. This is one of the problems in my complaint that from the start someone from Advance Auto Parts would say they would contact me and they never do. I will gladly call Ms. [redacted] if she would contact me by phone or email and leave a message on my cell phone number ###-###-#### or email me [redacted] This way we can have a record of her trying to contact me to resolve this issue. Thank you, COMPLAINT ID [redacted]

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 to this opportunity. We have confirmed that we spoke with Mr. [redacted] about this situation and as a good will gesture we have processed a check for $357.99, which was processed last week and will be received at 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.

Review: I ordered a diagnostic tool online based on the information provided on the website. My car is a 1995 model year. When I picked up the part I was not given an opportunity to actually look at the part before the transaction was completed. I had my son who would be using the part with me. I handed the part to my son who informed me as we were walking out the door that the part itself said model year 1996 and newer. We immediately turned around and went back to the counter to return the part. The clerk, who later said he was the store manager, scanned the order, typed in the computer, went to another computer, phoned someone and held the phone to his ear, but never spoke, then said that the return system must be down. He said that I would have to come back in 20-30 minutes, it "should be back up then". I was on a very tight timeline and could not return later. I live approximately 25 miles from the store and would not be able to return for several days. He then told me that the online store is a completely separate entity from the store and they had not had time to process the sale yet and I would have to come back. I told him that was not acceptable customer service and he said there was nothing else he could do. I left the store and called the "customer care" center and was told that on line is NOT a separate entity from the brick and mortar store and the return should have been able to be processed. I again said that I could not return and wanted another option to return the part and get my money back. This gentleman said they would send me a UPS label by e-mail. I would have to obtain a box and affix the label. UPS would come pick up the part on Wednesday. He never asked if I would be home on Wednesday. I asked about the refund. He said that no refund would be processed until they had received the part back in the warehouse. Then it would take an additional 3-5 days processing. I told him that this was not acceptable. My money was taken immediately, I want it back.Desired Settlement: I would like to return the part and be refunded immediately for the cost, not u to 10 days later as one supervisor I spoke with told me to expect.

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 would like to apologize for the

inconvenience our customer received. I have spoken to the Division Leader over

the store and he informed me that our customer agreed to come to the store,

today, to pick up a refund check for the part in question. If we can help

further please let us know.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 battery for my car. My mechanic stated I did not need the battery after he did his assessment . It was never used and when I tried to return the battery they said there is a no return on batteries. No where in the store is a visible policy stating that if you can not return battery. I also checked the web site and did not find a policy. Called the company and complained and a district manager was supposed to call and no one has called. The battery cost $120 plus tax . I now have a environmental hazard at my home.Desired Settlement: I want my to return the battery and get a refund.

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. Since receiving this complaint, we had our

store manager [redacted] reach out to Mr. [redacted] to arrange a store visit to

resolve his opportunity.

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. Thank you the matter was settled yesterday 3/6/16

Review: 2-3 days ago I purchase approximately a $5.00 part at Advanced Auto located at [redacted]. Today I went to return it. I did not have a receipt. [redacted], from the Advanced Auto store, told me I could not return the product. I did have my license with me which is per store policy:

"REFUNDS – WITHOUT RECEIPT

To return or exchange an item, you will be required to present a valid photo ID (see below for the types of ID that we accept) that will be recorded at the time of the return. Information from your ID will be retained in a company-wide database of customer return activity that Advance Auto Parts and its affiliates use to authorize returns." [redacted] I contacted corporate offices and was told this issue would be escalated - as of this time, no news back from the corporate offices.Desired Settlement: I would like a full refund / exchange for the item purchased and, at minimum, $25.00 in compensatory restitution.

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. Based on the information provided, we were

able to find where our district manager [redacted] over this store has reached out to

the customer, authorized a refund of the part in question, and a $25 gift card.

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:

It is always important to follow consumer protection rights laws as those laws are geared to safeguard buyers of merchandise from inappropriate conduct. In this instance, you can reference [redacted]Advanced Auto / [redacted] does appear to have the proper return policy in place. Perhaps ensuring employees are aware of corporate policy will help prevent this type of incidence.I was able to return the $2.95 part at a different location from where I bought it and I appreciate that store's quick response.Regards,

Review: I BOUGHT A SET OF BRAKE PADS FOR MY WIFES CAR WITH ALIMITED LIFETIME WARRANTY AND WHEN THEY WORE DOWN AND I RETURNED THEM FOR A REPLACEMENT THEY WOULD NOT REPLACE THEM. I ASKED TO SPEAK TO THE MANAGER AND THEY WOULD NOT LET MEAND I ASKED FOR A WRITTEN COPY OF THEIR LIMITED LIFETIME WARRANTYAND ALL THEY WOULD GIVE ME WAS A COPY OF ALIMITED WARRANTY.LIMITED WARRANTY AND A LIFETIME LIMITED WARRANTY ARENOT THE SAME THING.I BOUGHT A BETTER GRADE PAD FOR THE LIFETIME WARRANTY.THEY ARE MIS LEADING THE CUSTOMERS AND MISREPRESENTING THE TRUST WITH THEIR WORDING OF A LIMITED LIFETIME WARRANTY.Desired Settlement: CHANE OF WORDING ON THEIR BRAKE PADSFROM LIMITED LIFETIME TO LIMITED IF THEY ARE NOT GOING TO WARRANTY THEM AND AREFUND BECAUSE I BOUGHT PADS AT A DIFFERENT DIST WITH A LIMITED LIFETIME WARRANTY AND THET ARE WARRANTIED AS LONG AS YOU OWN THE CAR .I FILL LIKE I WAS LIED TOO AND I WILL NOT BUY FROM THEM AGAIN.

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. Per Advance Auto Parts Limited Warranty

Policy, normal wear and tear is not covered.

This can be found under the “What is Not Covered” section of the Advance

Auto Parts Limited Warranty Policy online:

Our promise is to provide superior customer service and offer high

quality products when you need them. We sincerely apologize for the

inconvenience this may have caused and if we can further assist you please let

us know.

Consumer

Response:

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

Regards,

THEY ARE CALLING A LIMITED LIFETIME WARRANTY A LIMITED WARRANTY AND I DO NOT AGREE THEY ARE THE SAME THING .THEY NEED TO CHANGE THE WORDING ON THE WARRANTY ON THE PADS TO A LIMITED WARRANTY IF THAT IS HOW THEY ARE GONG TO WARRANY THEM.TEYLOST A GOOD CUSTOMER BY MISREPRESENTING THE TRUTH ON THEIR WARRANTY. PLUS THEIR COMPETITOR, WILL WARRANTY THEIRS AS LONG ASYOU OWN THE CAR . I WILL NOT DROP MY COMPLAINT BECAUSE THEY ARE MISLEADING EVERYONE WHO BUYS GOODS FROM THEIR STORE. THANKS

Review: Approximately 3 or 4 years ago, I purchased a set of brake pads from this location with a Lifetime Warranty on them. 2 weeks ago I went in to the store to ask them about them. I was asked my phone number which the guy behind the counter used to pull up the information on the warranty. When the information was pulled, it did not include the product information, just the amount spent on the product ($63). He said that for some reason the item description must have been deleted from the system, he then said that the brakes would have to be brought in so that the warranty could be taken care of. A week later, I went in and purchased new brake pads for both front and back. Today, I took both set of replaced pads into the store to see what could be done, since the brake pads lasted less than 4 years. The females at the store today again pulled up the warranty information. This time the amount listed was $153. $90 was for the 2 sets I purchased last week, plus the $63 I spent originally. I told them what the guy told me 2 weeks ago, and I was told that in no way do they delete anything....basically called me a liar to my face. She asked me what I wanted done, and I told her I wanted the money spent returned since the Pads did not hold up. Her response was that they do not give cash refunds, that I would have to bring the old ones back and they would exchange them for new ones. I specifically told her what was going on when I purchased the replacement brakes, and nothing was told to me about taking the old brakes off and bringing them in to have them replaced. My response to that was how am I supposed to take the pads off and bring them in to be replaced when I took the car to have the pad replaced, and had no way to bring old ones in since car was sitting in the air on a lift. After this, I will never step in another Advanced Auto Parts store and I will make sure to tell anyone I can about how this store is run.Desired Settlement: I want my money refunded for the purchase of the original brake pads, since they did not "live up to their warranty" and due to the rudeness and attitude of the sales people.

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 only holds purchase information within 2 years of the purchase date. This is due to making room for new customer’s purchases, as well as our current customer’s purchases, which is why we always provide a receipt at time of sale. Our warranty is only against manufacturing defects, normal wear and tear is not covered under the warranty. Due to this opportunity received and the inconvenience this has caused Ms. [redacted] we are willing to provide a check request in the amount of $63.00 as a one time good will gesture, which will be mailed to the address provided within 7-10 business days. 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,[redacted]

Review: On 1/27/11 I purchased a remanufactured starter online from Advanced auto parts, with the agreed pickup to be at the store. On 1/29/11, with the original receipt in my hand, I brought my purchase back for a refund. The sales clerk said that this was not the one he had sold me. He took the starter over to a machine and tested it. He came back and said that the amps were bad, and He would replace it. I said that I didn't want it replaced, that I wanted a refund. He refused. I called the 24/7 customer service number to ask about their policy regarding remanufactured items, and the person I spoke with said that if it was the original part, then I am entitled to a full refund.Desired Settlement: I would like a full refund of the amount stated on the receipt, which is $105.00

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. After reviewing the information provided as a good will gesture to the experience received we are providing Mr. [redacted] with a refund for the amount of $105.00 via check to be mailed to the customer’s address included within 7-10 business days due to this opportunity presented. 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,[redacted]

Review: [redacted] purchased 1ALTERNATORfor2001FordExp'w/a 1 yr' Warnty'21 days later the OVERCHARGED and DAMAGED various Elect'part SHE hasn't BEEN paid BACK [redacted] Purchased A remanufactured Alternator From Advance Auto Parts W/1-yr'waranty 1131 45th St' WPB FL on 1/30/13 !!! 21 Days Later the OVERCHARGED the battery and damaged the electrical systems...She was advised by [redacted] the Manager to explain on paper and to have the repairs done by prof' mechanics. She has !!! The claim started on 2/23/2013,when we notified [redacted] of damage and after [redacted] an employee tested the charging system and proved the Alternator"DEFECTIVE" !!! The TEST RESULTS, repair bills and explanation were handed to [redacted] A. on 3/21/2013...We asked for a reply in 5"working" days... I have contacted 5 different people 4 @ Corporate and as of 4:00 P.M 4/01/2013 there is no claim or Ref # and NOTHING has been done to start the process including the shipment of the defective part from 45th St to Corp' Warranty Dept' as is STANDARD PROCEDURE !!!The amount owed [redacted] for damages and out-of-pocket (so far) is $1'273.10 ......I've spent 60.09 Min's, MANY "ON HOLD", w/STILL no Claim or Ref'#!!!4/01/2013--(NO foolin')April 1'st ???

This is in addition to previous complaint Advance Auto Parts has lost the damaged Alternator that was to be shipped to Corporate Warranty ClaimsDept' I tried to send the previous complaint to my e-mail and can't get back in to re-try to e-mail it...[redacted]... Also I want to add the above information to the orig' complaint...Could you send "both" to my e-address??? !!!Desired Settlement: [redacted] Requests as of 04/1/2013 From Advance Auto Parts $1,273.10 for damages and out-of-pocket expenses to her 2001 Ford Expedition due to faulty Alternator "OVERCHARGE"...

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 after further investigation we have found this opportunity has been resolved through our Insurance Company. Ms. [redacted] received a total of $850.00 via check, and signed a release from liability on May 2nd, 2013 (see attached) to resolve this opportunity. 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: I went into Advance Auto Parts [redacted] location 3/22/15 with a current ad from [redacted] auto. They have oil on sale for $5.99 per quart (Mobile 1 full synthetic) Advance price is $9.99. I wanted the price match and they could and would not do it . I contacted their online people and was offered some type of discount card for $20 off. This is not a price match. Then they emailed me and said price match is up to the stores discretion. It does not state this on their online price match policy.Desired Settlement: I would like them to honor their current price match policy or change it in writing on their website.

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 researched our customer’s opportunity and did locate records of both his call to our Corporate Customer Care Team and his email to our Corporate E-commerce Care Team. According to our notes, our price for the oil is $9.19/quart, and the sale price of our competitor was $5.99/quart. The Assistant Manager attempted to match this price for our customer, but due to system limitations, he was not able to override the price at that time. He offered to have the customer return the following day to speak with our District Manager, who would be able to provide the price match. In order for the customer to receive the discount at that time and not have to make a second trip, our Customer Care Analyst offered a $20 coupon code to be used at the time of purchase to provide the customer a price of $0.80 less than the original price match total. The customer would also have earned an additional coupon for a future purchase. Our customer did not accept our offer and disconnected the phone call.

We apologize for the inconvenience caused to our customer, and appreciate him raising these concerns about our price matching policy. We will evaluate the limitation within our system. We would like to offer our customer a $20 gift card for the inconvenience, which can be used at any of our locations and does not expire. The gift card will be mailed to the address on file. Please allow 7-10 business days 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 wasn't at the store when I called so they didn't save me another trip. The $20 coupon was contingent on me signing up for some sort of shoppers card they have. This would require me to give them personal information which I desired and still desire not to do. I would have saved 80 cents if I bought 6 quarts. What if I walk in the store tonight and desire to buy 20 quarts at the price match? Will I get a $75 coupon? A price match is a price match. The other store has it for $5.99 and so should advance if they honor their price match policy which is posted on their website.. I would like 20 quarts of Mobile 1 full synthetic oil 10 of 5w-30w and 10 of 5-20w. If I go to the store (Advance ) right now what is my price?

Review: I am writing to express my disapproval of my recent transaction on March 3,2015 at Advance Auto Parts in [redacted]. I ordered 6 spark plugs for a 2003 Jeep Liberty 3.7L v6, but was not given the correct parts. The INCORRECT parts were then installed into the vehicle on March 15,2015, and was driven for 15 miles until the issue was found. When the issue was found, the driver of the vehicle was merging onto the highway, at which point the vehicle started to lurch uncontrollably. The vehicle was then brought to a local barn off of the highway and the spark plugs were inspected. The spark plugs that were given and installed into the vehicle were Autolite Double Platinum #5263, whereas the correct part number that should have been given was Autolite Platinum #3923. Each plug was about half of an inch too long, and had collapsed inside the cylinder head. The wrong spark plugs were removed from the vehicle, and brought to the local store in [redacted] where the staff was pleasant and exchanged the plugs, and refunded the extra cost. The correct plugs were then installed HOWEVER, the internal mechanics of the engine could not be inspected for major damage. Now, the Jeep is experiencing odd engine noises as well as misfiring while at an idle.Desired Settlement: I desire for Advanced Auto Parts to pay all costs for the vehicle to be serviced and inspected by a Mechanic of my choosing, and to repair any and all damages that may have occurred from the installation of the incorrect parts that they supplied. Serious engine damage could be relevant from the selling of the wrong parts, as well as serious harm could have occurred to the driver while merging onto the highway.

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 caused to our customer. We have reached out to the Field Leadership Team above the store where the original spark plug purchase was made, and the General Manager, [redacted], has left multiple messages for our customer. We would like to ask Mr. [redacted] to please give [redacted] a call at ###-###-#### so that he can work with our customer to provide a resolution.

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 have tried to unsubscribe from Advance Auto Parts emails for over 3 months now. I have clicked on the "unsubscribe" link over 6 times in the 3 month period. Also, I never signed up for Advance Auto Part emails. I am receiving unwanted emails (marketing and promotion) after following their method to unsubscribe.Desired Settlement: I would like to be permanently removed from ALL emails 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 want to apologize to our customer for the inconvenience caused by our marketing emails. We are currently investigating why the unsubscribe feature is disabled with our technical team. They are also working to ensure Mr. [redacted] no longer receives these communications. If Mr. [redacted] has any example emails he could send that would greatly help our team with their investigation.

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. If this situation happens again, would I be able to have a point of contact at Advance Auto?

Regards,

Review: Contacted company over a month ago about a poor experience with their employees and was promised a call back within 24hrs. Extremely rude and inappropriate service by two managers.Desired Settlement: N/a

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 would like to investigate the opportunity that our customer experienced with one of our Store locations further. In order to find a resolution for our customer and ensure that appropriate coaching is implemented we are requesting that they provide us with the store location details.

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,

Consumer

Response:

I gave the headquarters the information when the incident occurred. They do not take these complaints seriously because no one followed up with me. Now they respond when I contact the Revdex.com. here is all the information:

Advanced Auto Parts

Store # [redacted]

Business

Response:

In regards to the complaint that Ms. [redacted] has filed we would like to respond further.

We have reviewed the information provided and we were able to find the complaint for store [redacted]. Ms. [redacted]’ concerns were forwarded to our field leadership team and addressed; however, we show that Ms. [redacted] did not request a call back. We have asked our field leaders to reach out to Ms. [redacted] to speak with her regarding any further concerns.

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:

ADVANCED AUTO PARTS ARE LYING ABOUT REACHING OUT TO ME. I NEVER RECEIVED A CALL BACK AFTER I LEFT MY INFORMATION WITH THEIR HEADQUARTERS. THIS COMPANY DOES NOT CARE ABOUT THEIR CUSTOMERS. MY ORIGINAL COMPLAINT WAS MADE 2 1/2 months AGO. THEIR STORE MANAGER AND ASSISTANT MANAGER KNOW THAT THEY CAN TREAT THEIR CUSTOMERS LIKE TRASH BECAUSE ADVANCE AUTO HEADQUARTERS CONDONE THIS BEHAVIOR. DO NOT LYE AND SAY THAT I DID NOT WANR A CALL BACK JUST TO SWEEP THE COMPLAINT UNDERNEATH THE RUG. THIS COMPANY IS A JOKE

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,

Business

Response:

In regards to the complaint that Ms. [redacted] has filed we would like to respond further.

Our field leadership team has reached out to Ms. [redacted] on multiple occasions. Our customer was called on Thursday, October 16 at 9:30AM. Ms. [redacted] informed our district leader, [redacted] that she did not have time to talk so he asked if he could call back at 4PM. At 4:05PM another call was placed to Ms. [redacted] and a voicemail was left for her. Another voicemail was left at 5:50PM stating he would try again tomorrow. [redacted] will attempt to reach Ms. [redacted] again, however, if she cannot take his call we ask that she contact him back so he may speak with her about a resolution.

Thank you for allowing us to respond.

Consumer

Response:

I spoke with [redacted] about the issues I had with Advanced Auto and he was apologetic and insured me that my complaints will be addressed with the manger and asst managet involved. And to make things right with me he offered replacement wiper blades. I was pleased with his followup and rapid response. Thank you

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 Wife was having issues with her car. She pulled into Advance Auto in [redacted]. They tested her battery and told her she needed a new one. They told her that the battery that was in there was only 4 years old. They did not advise her that they would charge it for her. They did not inform her that she had a 5 year battery that she should take back to were she had bought it so she could receive some money back on a new one. Upon leaving my wife called me to let me know that she got a new battery. I asked her what happened. I then told her to go right back and tell them that you dont want there battery, but want yours back and you would take it to were you bought it. They refused to take it back and tryed to say that they offered to charge the other one instead of selling her a new one. Which they did not. They stated, " Since you refused the offer of charging the old battery and bought a new one we will not take the new one back." They took advantage of my wife not knowing much about the battery. They should have told her about the Interstate battery only being four years old and could be partially replaced by Interstate. They instead took it upon themself to sell her a new one. I dont appreciate the poor customer service along with the taking advantage of my wife. They need to fix this.

Product_Or_Service: BatteryDesired Settlement: DesiredSettlementID: Refund

The only way I see fixing it know is giving me a refund with out getting there battery back. They could of took back the battery and given me back my [redacted] so that I could take it to were I had bought it. The new Battery was only in the car for a hour or so. But know they have the old Battery along with selling her a new one that only comes with a 3 year warranty. So I am unable to take the other Battery back to recieve credit along with purchasing a new

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 Leadership team received the original opportunity and has attempted to contact Mr. [redacted] to provide a resolution. Please have Mr. [redacted] contact [redacted] and he would be happy to speak with him further.

Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

Consumer

Response:

I would just like to say that Advanced Auto needs to work on there customer service. They also need to keep in mind that word of mouth is one of best ways to get people to buy from them. They are good at talking things up. If my Wife had not already spoke with them today and said that giving her 20% back on the battery was okay. I would not be approving the response. I would also like to say that my wife contacted them. They never tryed to contact me like they said.

I will never buy another part from them, also when asked by my friends and family I will tell them also to never buy a part from them. I also believe that if it was me that brought my car to them they would have done everything differently.

Again My wife accepted the 20 % back on the battery even though I believe that this was not to my satisfaction I also believe in doing what you agree to. So my wife has accepted the resolution to complaint ID [redacted].

Review: I placed an order for a battery through Advanced Auto Parts (Order# [redacted] in September 2012 for an Optima Battery while I was stationed in Florida. I since has PCSed to [redacted] in Washington state. My truck battery went bad, but has a 3 year warranty however. There are no Advanced Auto Parts in Washington state so my girlfriend [redacted], called customer service on March 23. She was told since I had a different card number now from the one I used for the original purchase, we would need to re-buy the battery for the same as the original purchase price, and we would be sent a refund check. They were supposed to send her the check (it didn't matter whose name it was in, hers or my name), and we received a check in the mail about a week later in the name of [redacted] for $166.94, which was the correct amount but we had no idea who the name is on the check. It should have been to [redacted] or [redacted]. So she called back and they said they were going to resend another check with the correct name. About a week after that another check came in the same name. She called customer service again and was told the name on the check was the first customer service person she had spoken with, and they would escalate the issue and be sent a check out. After 3 weeks she still hadn't received another check she called for the fourth time and was told it was going to get brought up at a meeting and someone from finance would be calling the next day around 9. She never received a call back or a check in the mail and its been going on 2 months and 4 separate phone calls and 2 checks with a wrong name and customer service and them supposedly escalating the issue, it has gotten nowhere and I haven't heard from any supervisors or had any follow up calls. We are beyond irritated of dealing with their lousy customer service and refunding issues. We are still owed a check for $166.94.Desired Settlement: I would like to receive the refund I was supposed to for $166.94 in the name of [redacted] or [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. A check in the amount of $166.94 is being sent to Mr. [redacted]. We have requested this check to be sent express and should be to the address on file no later than Wednesday, May 21.

We would also like to provide Mr. [redacted] with coupon code [redacted]. This code can be redeemed for 30% off up to $50 on his next online order. Normal terms and conditions apply. Please let us 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.

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. Have received the refund check.

Regards,

Review: On October 15, I was having issues starting my vehicle, so I brought it to Advance Auto Parts onn Michigan City, IN [redacted]. While there an employee told me it was definitely the battery. So I bought a battery. Then a couple of weeks went by and the same problem occurred. So I called the store and I was told to bring it back so an additional tests could be done. While there it was discovered that the battery(The one I bought) and the alternator was bad. Nothing was done to compensate me for the price of the battery. I was offered a discounted price for an alternator $122.00. I obviously don't believe this is fair or reasonable. I have since bought an alternator somewhere else at a better price. I was in contact with customer service and the store manager. The store manager told me that he would discuss the issue with the district manager and get back with me. So far a month has gone by since then and nothing has been done to compensate me. I haven't received a call.Desired Settlement: I expect a full refund for the cost of the battery since it wasn't the original issues to begin with.

I can be contacted by phone

###-###-####

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 our customer has

spoken to the Division Leader over our stores who promised him a refund for the

battery. Mr. [redacted] informed the Division Leader that he would come to the

store to receive his refund. For the inconvenience, the customer was also

offered a gift card from our store team.

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 satisfied. I spoke with [redacted]. Avance Auto did refund refund me and give me a $50 gift card. I will remain a customer.

Review: I purchased a crate remanufactured engine for my 2005 ford f150 truck from advance with the owner of [redacted] did the work/installed engine in my truck.the engine has a defect, [redacted] went back to advance warranty department ,and they have not resoled the problem. my truck was taken to [redacted] ford dealership in [redacted]. they confirmed that the engine is the problem.I am at almost over $6,000 with this ,still dont have a vehicle. this all started around june 1 2015,now its july 10,2015.the engine carries a 3 year warr. not the store that the engine was purchased /nor [redacted] in [redacted] has taken responsibility to resolve this matter for me ,the consumer.as of today july 10,2015 my truck sits at [redacted] ford in [redacted] where a bill of $1,250 is due for labor/diag/etc and they have declared issues internal with that engine.

Product_Or_Service: v8 engine remanufactored

Order_Number: [redacted]Desired Settlement: Replacement

let [redacted] fix the problem / or send another engine and have it replaced by [redacted] /or [redacted] towing and service. also need advance auto parts warranty department to pay [redacted] ford the $1,250 for the labor due .

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 Mr. [redacted] has experienced. We have researched the claim with our Commercial Labor Reimbursement Team and have confirmed that the purchase of the engine was made by [redacted]. This makes [redacted]’s the legal warranty owner of the part, so unfortunately we would only be able to work with them on this claim. Since [redacted]’s purchased the engine from us, they are our customer, and Mr. [redacted] would be their customer. Therefore, Mr. [redacted] would need to work directly with [redacted]’s. We show this claim has been resolved since Mr. [redacted] wrote in, so we would advise him to reach out to [redacted]’s for further information.

Our promise is to provide superior customer service and offer high quality products when you need them. We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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

Regards,

Review: On 5/29/2015, I made 3 orders online, for pickup at store # [redacted]. Two of the three had core charges of $45.00 plus tax. When I picked up the merchandise on the 30th, I received an email for a return credit before I left the parking lot. I returned both cores at 5:41pm on the 30th. On 6/01/2015 my bank account was credited for only one core, so I waited the 10 days for the other. When it didn't happen I called ###-###-####, as well as my bank for a 3-way conversation, ending in "we will send you a check, it could take another 10 days." I asked for them to overnight it for me, they said it wasn't in there power. I called back on the 12th to verify that the check was sent, and was told yes, that it was coming from [redacted]. Today is 6/18, and no mail from Advance auto.Desired Settlement: I would like the ability to go to store #[redacted] and have them give me the cash of $48.60

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 opportunity received and would like to apologize for the inconvenience caused to our customer. Our records indicate that the check for $48.60 was sent to our Accounting Department for processing on 6/9/2015. Generally checks will take 7-10 business days, which includes our processing time with accounting; however, checks are only cut once a week and this request missed the cut off for that week. Upon confirmation from our Accounting Department, the check was sent out via U.S. Mail on 6/16/2015. We would like to verify whether or not our customer has received his check since submitting his request to the Revdex.com, as it was filed two days after the check was sent. If our customer still has not received the check, please notify us and we will cancel that check and reissue a new one that we will expedite to our customer at the address on file.

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,