Advance Auto Parts

On October 21st my mother purchased a battery from Bill at the Carroll Island store in Maryland, zip code 21220. Let me rephrase, Bill sold my mother a practically dead (one working cell) battery. After purchasing this battery it was hit or miss on whether or not her car would start. She took it back to Bill numerous times and was told a plethora of excuses. It's the starter, it's a loose connection, it's the WEATHER (70 degrees mind you). So on Friday November 6, her car would not start at all. So she had it towed to her dealer where they tested it and found that she had been sold a useless, dead battery. My mother promptly called Bill and met him at his store where he quickly dismissed her saying sorry lady but you aren't getting anything back. He REFUSED to replace or refund my mothers money. He was extremely cocky, rude and arrogant and was acting like a despicable human being. When I called to have a discussion with him because this is not right at all, he THREATENED me with calling the police and saying I was harassing him. This man knows he did wrong and took advantage of my (ill by the way) single mother. I've contacted corporate but am still waiting on a response before I take this to the newspapers and news stations. This mans behavior and total lack of customer service and compassion will NOT stand. I've posted this on many social media sites in my community and received an outpouring of responses from members of the community also saying they were mistreated by Bill. I cannot wait to hear from corporate on what the outcome will be. I'm sure they don't want to be known as a company who condones their managers taking advantage of ill single women.

Review: I called Advance Auto Parts and talked to [redacted]. I priced a rack and pinion for my car. He stated they had one for $89.99. I called all of the parts stores in the area and Advance had the only one that I could afford. I called Advance back and asked them if they would hold the part for me, I said that I would be there in about an hour. They said that they would put it on the hold shelf for me. I borrowed a friends car to go pick it up. When I got there they were a little busy but I only had to wait a few minutes. When he rang out my rack and pinion he said it would be $200.00! I told him that when I called he said it would be $89.99 and he got very loud and almost started screaming at me. He said that he didn't know why someone would tell me that and I told him that it was[redacted] that I talked to. He said that he was [redacted] and he wouldn't have said that. I told him that I didn't have that much money and he said that there wasn't anything he could do and brushed me aside to help the next customer. I asked for a manager and he said he was the manager. I asked for his managers number and he gave me the store number and said his manager was [redacted]. I have called but [redacted] never is available. I will buy the part elsewhere but this is horrible customer service.

Product_Or_Service: Rack And PinionDesired Settlement: Other (requires explanation)

I would have liked to get the part for what they quoted me on the phone

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the inconvenience our customer experienced. We have reached out to our field leadership team and they have attempted to contact our customer to resolve her opportunity. According to our leadership team, when they contacted Ms. [redacted] she was not aware of the opportunity filed. We ask that Ms. [redacted] contact [redacted] at ###-###-#### and he would be happy to speak with her 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: I had an issue where I had purchased a product online and they sent the wrong part so I called the number and they confirmed it was wrong and refund information. The lady I spoke with said I could return it at the store and they would be able to redund me my purchase and honor my discount for purchasing online.I was fine with this and when I was able to get to this store I explained what happened and the gentleman there said he couldn't honor the promo which was $40 off so I was upset when I left with only the refund and option to talk with [redacted] the store manager. Well I was upset that he couldnt honor thw promotion since the wrong part was ordered by an employee so I called where I had priginally bought it the next day and they called the store to make sure they would honor the promotion. I came in the next day and talked with the manager who was really friendly until I told him who I was and why I was there. He proceeded to yell at me saying I had told the people on the phone that his employee told me to " [redacted] " and I tried to clear it up and a y I only called because he was acting like he couldnt honor the promo. The manager said he cant since it was online and they [redacted]t have to pay someone to look up the part and labor involved. U apologized for the misunderstanding and offered to call that number to help clear things up however he refused. He continued cursing at me and saying things like "they said he told you to ' [redacted] ' " and whwn I was leaving he said seems like "the person who does the most [redacted] gets the worm and congratulations you got a worm" which was uncalled for and really upset me. I waited a few days after this incident to report just to make sure ny thoughts were clear to what I would need to say since I was upset over this interaction. Needless to say I have had several automotive needs and stuck with Advanced Auto because they had the best prices and customer service but I am moving my business as well as family and friends to [redacted] or [redacted] over this blatent form of disrespect. I never cursed at them once in the store during either interaction which I feel the need to add so you can get perspective of what was going on. Also my story will be shared publicly on blogs and social media forums so they know what Advanced Auto Customer Service is all about.Desired Settlement: I would like Advanced Auto to reevalute they ones they leave representing them especially at a store manager level and I would like a formal apology.

Business

Response:

Thank you for allowing us to repsond to this customer. We have engaged our District Leader over this store Mr. [redacted] in regards to this situation. Mr. [redacted] has set up a meeting to take our customer's statement to understand further. Our DL will take action based on their meeting.

Thank you,

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: Purchased a radiator for a 2003 chevy malibu, installed by [redacted] Company [redacted] a cost of $301.73.During testing after repair transmission cooler line leaked which they thought was fixed.Evaluated by a second repair shop [redacted] Auto Service [redacted] after evaluation with dye in the transmission oil. The transmission oil was leaking from the fitting in the radiator which replacing the radiator for another $300.00.Desired Settlement: Other (requires explanation)

No disclaimer was present at time of purchase stating Advance Auto Parts policy for labor cost because of defective products. I am asking for Advance Auto Parts to pay $301.73 labor cost for a defective radiator because I was not told of Advance Auto Parts Policy with regaurds to labor cost of defective products.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. Unfortunately, our warranty is limited to part replacement if the product fails. Due to the opportunity received we would like Mr. [redacted] to fax his labor invoice to [redacted] Once the invoice is received we will be happy to respond with a resolution.

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

Review: I bought a transmission from advance auto parts. I had the transmission professionally installed. The transmission went out 30 miles after having installed. I contacted the warranty department to submit my claim. I find out they will replace the transmission but would only reimburse me up to $350 for labor and would not cover towing expenses. I was also told the store where I purchased the transmission was suppose to give me a copy of the warranty but failed to do so. I received a replacement transmission 4 weeks later. I paidto have it installed. One week later this transmission has went out. I contacted the warranty department again. I told them I wanted my money back. I was told I could get my money back for the transmission but would not cover any labor costs. I also gave them my old transmission for a core and was told they didnt have it anymore and would give me cash at core price.Desired Settlement: I am out a total of 2600 dollars as of now and will cost more to get transmission taken out of my truck.

Business

Response:

Ms.

[redacted],

Thank

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

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

will strive to meet your expectations.

We

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

inconvenience this caused our customer. We have spoken to the Division Leader,

[redacted], and he has agreed to refund the transmission along with the core. In

addition to the refund [redacted] also wants to provide labor for one of the

transmissions, in the amount of $245, as a goodwill gesture. We have spoken to

Mr. [redacted] and he has agreed to come into the store next week to see [redacted],

the general manager, to obtain his credit.

Since

two claims have been filed, this will close one claim and the other will still

be pending manufacture findings. This process normally takes 6-8 weeks from the

time the part is sent to the vendor. Please let us know if there is anything

else we can assist with.

Our promise is to provide superior

customer service and offer high quality products when you need them. Thank you

for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

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

I filed a claim on April 15 2014 with Revdex.com against AAP, we came to an agreement. Upon approval I would receive $350.00 labor reimbursement. They approved it in May and said I would receive a check within 7 to 10 days. I never received it. I contacted them again and they said the store was suppose to pay me the money but it was only for $175.00. I told the man we had already agreed upon the amount of $350.00, he said they would have to send out a check because the store could not pay out that much. Again I was told it would take at least 7 to 10 days. Again I waited 2 weeks, no check came. I contacted AAP and they said there was no check issued due to a mix up in their notes, they again told me they would issue the check and it would take 7 to 10 days. I have been without a vehicle for 3 months dealing with AAP, AAP has my money tied up and I am tired of waiting on them. I would prefer them to deposit the $350.00 into my bank account or have the store to pay me in cash today.

Thank you,

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 show where check # [redacted], for $350, was sent for processing on 6/19/2014. Our normal timeframe for processing and shipping checks is 7-10 business days. After further research we show the check should be at our customer’s local store, on [redacted], by Friday 6/27/2014.

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 received the check yesterday. Thank you.

Review: Jan. 29, 2014 Ad in my hand is valid, but clerk & mgr refuse to read item description but acknowledge only the PICTURE as a valid item advertised. Ad said : 25% OFF = Your Choice Seat Covers, Steering Wheel Covers, or Rubber or vinyl Floor Mats : Showing Pic. & Available Colors, (gray,tan,black,white) and Reg. price up to $24.99I chose "black" but the cash reg. rang-up FULL Price. I showed the AD to person in charge but he said "the computer has all the RIGHT prices". You must buy the "ITEM PICTURED" in order to get the AD Price. I pointed out that the "ITEM DISCRIPTION" showes & says 4 colors available. SO obviously the "black" one is on sale, someone at headquarters missed putting this UPC in the "SALE" because everything else matches. He refused & gave me Co. Customer Service phone # I call ed talked to "[redacted]" she said store mgt. can correct the problem but she could not. The mgr was OFF that day so I called him today and he absolutely refused to help me as he stuck to "only the PICTURED item is on SALE regardless of item discription, the "COMPUTER" is always RIGHT.Desired Settlement: DesiredSettlementID: Replacement

Company and store Mgr to acknowledge their error Appologise "in person" & deliver said item to me!!

Business

Response:

Ms.

[redacted],

Thank

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

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

strive to meet your expectations.

We

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

inconvenience our customer received. We have forwarded Mr. [redacted]’s opportunity

to the leadership team over the store as a coaching opportunity and the Division Leader has attempted to

contact our customer. He will continue to reach out to provide a resolution and

will let us know once he has spoken to Mr. [redacted].

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: Employee failed to exchange a broken tool. The problem date was on 4/17. I purchased a tool (breaker bar) from advance auto parts two years ago. It had broken so I went in to swap it for a new one. They come with a lifetime warranty and they are stamped with a serial number. They aren't supposed to ask for a receipt for those and I've already exchanged it twice before. I went in yesterday to advance auto parts and was "helped" by [redacted]. As soon as I got there he tried to imply that I didn't buy it from there. He told me I needed a receipt. I told him that I'd never had a problem before. He said "I was acting stupid and no one would do that for me." I'm not sure if he was just having a bad day but he didn't end up exchanging it for me and was VERY rude.Desired Settlement: I want my replacement tool and I want to be treated with respect when walking into the store.

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. To be able to help Mr. [redacted] further we will need the date of purchase on the product, part #, serial # and any other information that may help us identify this product. We are unable to find the purchase of this item under the customer’s profile, but with our customer’s help providing the information needed we should be able to reach a satisfactory resolution. 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: First I placed an order with the company everything seemed fine unfortunately whenever I receive the merchandise it was damaged I emailed the Company Customer Service 10 - 15 times and was continuously ignored I eventually was able to get ahold of somebody and investor relations she was able to forward my email onto a customer service specialist who did assist me in sending a [redacted] label to return the merchandise which is all I ever wanted to do was return it and get my money back will they receive the merchandise back a good we could go at this point I've been waiting patiently thinking that it was just a matter of time they were processing it today I email them to try to get a follow up and they tell me that all they've received is some newspaper I contact [redacted] they confirm that a box weighing more than eight pounds was delivered ups tells me that the company has not notified them of any discrepancies nor filed any type of claims which leads ups and myself to believe that everything was fine and now all the sudden they didn't receive the merchandise seems extremely suspicious ups isn't just making up this information to help me outDesired Settlement: I expect a full refund on my order and I will never order or shop at your Stores again the customer service is just ridiculously poor

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 full refund of Mr. [redacted]’s online

order was already processed the morning of 2/24/16. Mr. [redacted] can be expecting $214.55 back to

his purchasing Master Card in 1-5 business days.

Our

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

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Purchased a Sylvania silver star head light for my truck, it was very bright, much so I had to replace the other side to match. A month later it burned out. they replaced it no charge. Another month later the other side burned out they would not replace it and said I installed it incorrectly which is false as I am an electrician. I purchased another one. 2 weeks later the other light burned out. I called and complained, they offered no help. Finally went to a Chevy dealer and they told me my electrical system was fine(like I thought) and said the Sylvania Silver star replacement lights were burning out on a whole lot of other vehicles. I purchased OEM lights from my dealer and no problems. My complaints is that they offered no refund, help, or anything and told me it was my vehicles wiring.Desired Settlement: Full refund for 2 Sylvania Silver Star head lights.

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 reached out to the District Manager over

the area, [redacted], and he has partnered with our customer’s local store. We would like to ask Mr. [redacted] to return

to the store with his receipts and bulbs, and General Manager [redacted] will take

care of the return.

Our promise is to provide superior customer service and offer high

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

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

us know.

Review: I purchase a battery from them in march and had them to install the battery and they didn't install it correctly the battery caught on fire why I was driving the car and my two daughters also was in the car both minors and one is 4months pregnant at the time I took the car to be service they acknowledge that it was [redacted] fault and [redacted] took some responsibility but not all they don't want to cover my daughters medical bills I had to take them to the emergency room to be check out for smoke inhalation and they say they don't cover that when it's clearly was call by the negligence of there employee I don't think it's fair that my insurance should cover for there employee negligenceDesired Settlement: DesiredSettlementID: Other (requires explanation)

pay for my daughters medical bills take responsibility for there negligence

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 the information provided and found that our Warranty Claims Team has been working with Ms. [redacted] to provide a resolution for her. The Warranty department has received the supporting documentation they requested and have set up a check request in the amount of $1591.27. The check will arrive at the store next Friday, 5/15/15, and our customer will need to sign a Release of Liability at the store in order to receive her check.

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: On 5-15-2013, I drove to Advanced Auto Parts on 1011 Washington Ave. Carnegie, PA 15106, store #1234 to buy a battery for my vehicle. I bought the battery with the advertisement "installation included" and the employee tried to install the battery. Due to either incompetence or lack of training the employee was unable to install the battery. I was fine with that but when the employee was unable to reconnect the old battery and my vehicle wouldn't start they told me it was up to me to find a tow truck and left me in the parking lot with a vehicle which was inoperable. I spent $95.00 on a tow truck to take me to [redacted] which corrected the problem and I missed 4 hour of work because of the ordeal. I contacted the corporate office and received a phone call from [redacted] who told me to fax the tow receipt to ###-###-#### for a claim, which is the fax number of the store in which I had the initial problem. I waited over a month and never heard from Advanced Auto Parts again. Today, 6-18-2013, I contacted the corporate office and explained the situation yet again and was asked for my claim number, I was never given one by [redacted] and therefor had no claim number to give. After numerous holds and transfers, they told me to contact the store involved to resolve the issue which I felt was redundant.Desired Settlement: $95.00 for tow truck + $80.00 missed work = $175.00

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. We have reviewed the information provided and have spoken with our General Manager over this store location to reach out to our customer and resolve. It seems Mr. [redacted] came to our store location and accepted a payment of $95.00 as a good will gesture. 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 joined Speed Perks rewards program when I first learned of it. I have attempted to take advantage of rebates during purchases at my local store and each time I am told I am not in the system and I need to call customer service. I customer service and I am told I need to talk to the manager of the store where I shop. The store manager tells me to call customer service to resolve the issue.Desired Settlement: I want my contact information, email [redacted], my name, home address, and phone number removed from all Advance Auto Parts records and for this company to stop contacting me by any means, including email advertisements. I stopped conducting business with Advance Auto Parts because of this incident and I will never conduct business with them ever 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 were unable to locate any notes indicating that our customer has contacted us previously. We would like to apologize for the inconvenience this caused our customer. We have unsubscribed Mr. [redacted] from our Speed Perks program and other marketing communications. Should our customer like to rejoin the program at any point in the future, we will be happy to assist.

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 11/24 I ordered a Tonneau cover, part number 271101(Truxedo TruXport), for 299.99. I used an online coupon to take $50.00 off and free shipping. I payed with my paypal account. A week later on 12/2 I received an email stating that my order was canceled. I called and was told I was unable to get the tonneau cover at that price. I asked they way was it advertised and accepted my payment. I was not given any answer. I ordered this part and payed for it at the agreed price. Now I am unable to get this part I was promised.Desired Settlement: All I want is to get the tonneau cover at the price that I originally ordered over 3 weeks ago.

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 delay in responding. Our E-commerce team has spoken to Mr. [redacted] and ordered the cover at a discounted price. Our customer stated he was satisfied with the resolution.

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

I purchases everything to do a complete brake job on my truck from ADvanced Auto in Maplewood, MN. Within a month, the right side I replaced broke down. I had to argue with them to replace the parts. Yesterday, the left side did the same thing. Again, I asked them for new parts, and was told NO. From this day on, I will NEVER buy a stick of gum from Advanced Auto in Maplewood, MN again. THey screwed over me for a few hound red dollars. I will do my best to keep anyone I know, from buying parts from them again. I fell like they stole my money.......

Review: I got my battery installed on November 21, 2014 at Advanced Auto Parts at [redacted] Today 11/25/2014 I was driving down the road at 60mph and my car's power to the engine completely shut off and lost power to control car normally. I immediately took it to the local [redacted] dealership here in [redacted] where I get all the service done on it. They said that whoever installed the battery did not tighten the battery cables enough which caused the cable to become lose of battery to cause my car's engine to lose power and shut down which caused a low voltage charge. I was not charged for this fix because I am a loyal customer but I did spend 3 hours there of my free time on my only day off of work. This situation scared me because this could of easily caused a wreck and serious injury. I immediately called the Advanced Auto Parts where the battery installed and told the manager "[redacted]" what happened and he didn't offer any advice, support, or to bring it by, or even that he would look into who installed the battery. I told him to call the [redacted] dealership if he didn't believe me. I told him from the beginning just to look into it and call me back but he just laughed. I just feel like he was very unprofessional and I am not a satisfied customer. This has just been one big hassle and this manager has made it even worse that he does not care about his customers or this serious situation.Desired Settlement: I would like a full refund for the battery and to keep the battery because I would rather avoid to see the manager or the employees because this has become way to far. I would also like the employee who installed the battery to do a better job next time so this doesn't happen to anyone else.

Business

Response:

I have sent this situation to our District Leader Mr. [redacted] and asked that he reach out to our customer to see how we can resolve. We will follow up ASAP once more information is available.

Thank you,

Business

Response:

Thank you for allowing us to respond. Our District Leader, [redacted], has been in contact with Mr. [redacted] in attempt to resolve his opportunity. [redacted] offered to pay any labor bill incurred if Mr. [redacted] could supply invoices for the work, however, we were told the dealership did the work for free and there were no invoices.

Unfortunately, we are unable to refund the purchase of the battery and allow our customer to keep a battery that is in working condition. Our District Leader will also be speaking with the team about this situation. At this time, we feel the opportunity has been resolved as we have offered a refund for the working battery if Mr. [redacted] returns it to our store. Also, no proof of work being done on the vehicle has been supplied to show where there were any opportunities with the installation of the battery.

As a good will gesture due to the inconvenience caused we would like to provide a $25 Advance Auto Parts gift card to be sent to our customer’s address provided which will be received in the next 7-10 business days.

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.This response it totally wrong and incorrect. Yes a refund was offered but I would have to bring my new battery back and then was told I might get my "original" dead battery back. Why would I want to get my dead battery back and start over from step one? I went to advanced auto parts in the first place to get a new battery. Both the manager (the one that laughed at me over the phone) and district manager were unsupportive and lacking customer service knowledge. Also I was not told by anyone to show proof from the [redacted] dealership. I would be more than happy to give or show anyone the receipt from the [redacted] dealership. Even better you can call [redacted] in [redacted] and ask for the record and speak to the technician. The last thing is that the amount for the gift card you are sending for $25.00 is incorrect. The representative that I talked to on December 8th "[redacted]" said he was sending me a $50.00 gift card to advanced auto parts. He also stated there was nothing else he could do with the situation. For my sake I don't think anyone understands how serious this issue is. Its a matter of safety and could have caused serious electrical damage to my car and finally how unprofessional these so called managers have addressed this situation by laughing at me and telling me good luck to getting a representative higher than them about the issue.

Regards,

Business

Response:

Thank you for allowing us to respond, it appears our customer will be receiving a $50 GC, we were unaware our customer had called and that GC has been processed but, our customer should have it at this time. In regards to the install we would like to apologize for the situation but due to not having proof of showing work needed to be done after the battery was installed by our TM, we are unable to assist, as our Field Leadership has tried to work out a solution and asked for more information since this first happened. At this time we feel we have done everything we can to support our customer with this situation. Please let us know if our customer did not receive the GC so we can look into this and reissue if needed.

Thank you,

Consumer

Response:

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

First of all I don't know who "Mrs. [redacted]" is that advanced auto parts is talking to? My name is [redacted], also I have not been asked to provide any documentation at all during this whole process which is sad because they are falsely accusing me of something to do that they never asked. I have never had such horrible customer service that I have had with this company. I will never shop at a Advanced Auto Parts again. Severely disappointing. This ordeal has taken over a month to deal with. Maybe this will encourage advanced auto parts needs to prioritize their customer service.

Regards,

Review: On November 11th, 2012 I purchased 2 Optima yellow top batteries ([redacted]) from this store in the amount of $436.70. At the time, I was told that when I entered my information into the computer it was for warranty tracking. These batteries have a 3 year warranty and because they are in a diesel both need to be replaced at the same time, confirmed by advance's corporate office. Despite the three year warranty and having to register the batteries, their corporate policy is to purge all computer records and data after 2 years and without a receipt they are unwilling to help. The battery that is bad has a sticker on it that is marked 9/12, thus showing that it is indeed in warranty as well. After striking out at the store level, I contacted their corporate office and thought they were going to resolve it by checking the transaction records (I gave them bank records and transaction info to search). However, this was last Friday and 02/20/15 and we have gotten no correspondence since. If they are selling items with a 3 year warranty, it is troublesome to understand why computer records proving purchase would be intentionally purged other than to avoid paying out warranty claims. Granted I do not have a receipt, the computer records clearly would have proved the purchase history as they have my name in the computer, just not what I have purchased.

Product_Or_Service: Optima Yellow Top Gel BatteriesDesired Settlement: Refund

Despite attempts at the corporate and local level and no results, I have had to go out and procure new batteries at my cost to ensure that we can get to work and have safe transportation. With that being said, I would like a full refund436.70. at this point in the full amount of the batteries. I believe that it is unreasonable that this has been going on since last week and they have offered no solution to this issue and their corporate office has ceased communicat

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 show where Mr. [redacted]’s opportunity is being resolved by our Customer Care team. It seems that our customer thought the transactions were under his or his wife’s name; however, after further research we show the transaction is under another customer’s information. Mr. [redacted] was able to send us a bank statement linking him to these transactions; therefore, we have offered a reimbursement upon receiving a copy of the purchase information for the replacement batteries. Once these are received we will send a check to 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. I have sent in the copies of the proof of purchase. However, I have not received confirmation from Advance that they have received and have issued a check. I must tell you that [redacted] at Advance is by far the BEST customer service professional that I have ever dealt with and she made this unfortunate situation a great experience with her positive attitude and willingness to continue to fight for the customer!

Regards,

Review: I purchased a fuel pump at Advance Auto. I took the fuel pump to a mechanic to put on my vehicle and was told the fuel pump was defective and could not be used.I was charged 240.00 by the mechanic for labor. Advance Auto refunded the money for the fuel pump, but refused to refund the 240.00 paid to the mechanic.Desired Settlement: Refund my 240.00

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and we would like for Mr. [redacted] to send us the supporting documentation for the situation outlined. Once the invoices, proof of purchase, etc are received we will review and respond. Mr. [redacted] can send these documents through the Revdex.com or send to [redacted] with ID # [redacted] at the top.

Thank you for your time,

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.

Fax the documents on 7/23 at 5:44 p.m.

Regards,

Business

Response:

In regards to the information received on incident #[redacted] we would like to respond further. It appears that the part has been refunded and unfortunately, our warranty is limited to part replacement if the product fails. Due to the opportunity received we are able to provide $75 as a goodwill gesture that will be sent to the address on file, once accepted.

Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

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

The promised refund has not been received.

Regards,

Business

Response:

Thank you for update in regards to the opportunity that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

In researching the original check that was sent to Mr. [redacted] we verified that it has not yet been cashed or deposited. At this time, a second check request has been submitted for Mr. [redacted]. Please allow 7-14 business days for processing and delivery times.

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: This is my second time filing this complaint, the first time I was completely ignored. I will continue to file, until I receive answers. Advance Auto Parts will be held responsible. I brought a fuel pump from Advanced Auto Parts for 115$ and I paid a Mechanic 150$ to install it. Less than a week later i'm driving and my car suddenly slows down and then it instantly stops, mind you this is in the middle of the expressway. Immediately I call for a tow and upon arrival had to pay the tow truck 100$ to take me to the mechanic. Once I arrived I paid the mechanic 50$ to reinspect my vehicle. After the same mechanic that installed the fuel pump ran his test he tells me I was sold a faulty fuel pump, and that I would have to have it replaced and reinstalled for an additional 150$ because of the fact that it was not his fault. I then returned to Advanced Auto Parts and notified them of the situation. I told them that they should reimburse me for the labor and replace the part due to the fact that it was their fault. They told me that they would not reimburse me, and that all they could do was exchange the fuel pump (without giving me anything back). I was out of an additional 300$ (Tow, inspection, re installation) and they were not willingly to even offer me a discount on the fuel pump itself. Eventually I talked to a manager, and she told me that they would be willing to give me store credit, 10$ worth! That's not even the worst part. Apparently their "system" wouldn't even allow for 10 [redacted] bucks because I purchased the fuel pump at sale price. All in all I ended up being out of 300$ because of Advanced Auto Parts and their faulty material.

Product_Or_Service: Airtex Fuel PumpDesired Settlement: I would like Advance Auto Parts to reimburse me the extra money I had to spend due to them selling me a bad part. Re-installation, Tow, and re-inspection, $300.

Business

Response:

Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. It appears that the part has been refunded and unfortunately, our warranty is limited to part replacement if the product fails. Due to the opportunity received we would like Ms. [redacted] to fax her labor invoice to [redacted]. Once the invoice is received we will be happy to research and respond 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: I placed an online order and picked up part of it in [redacted] store because it was the only store that had part in stock. (I am a regular purchaser and frequently purchase from different stores depending on stock. 9 stores within 10 miles of my house). Upon closer inspection on this particular vehicle realized I did not need all the new brake parts I purchased. When I went to store closest to my home ([redacted]) I was told I had to go back to the store of purchase to make the refund. There were no issues with condition of returned new product in new boxes only that they were not able to process the return. I did not have the receipt from the store but printed the purchase receipt from the email which Advance sent to me after the sale was complete.

While I can go to the original purchase location it is inconvenient.Desired Settlement: I would like to refund the online purchased parts at any Advance store as I have done in the past.

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. We do see Mr. [redacted]’s online orders

concerning brake parts from late December 2015.

Mr. [redacted] should have no problem returning his online orders to any

Advance Auto Parts store. All he should

need is his order confirmation email and an ID.

We also

have spoken to our district leader, [redacted], regarding our customer’s

opportunity. He will be using the experience as a coaching opportunity within his

stores. Lastly, we would like to thank

Mr. [redacted] for his business; we do see he has been a very good customer. If he or a store team member need any

assistance regarding a future online order return, they are welcome to call us

at [redacted].

Our

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

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I returned it 2/24 and it went seamlessly. I consider this resolved.

Regards,

Review: I made an online purchase from Advance Auto Part on November 30, 2015 because of holiday promotion. Usually Advance Auto does not take the money from the credit card before customers pick up the items. However, this time is different. I saw advance auto had charged my ** credit card two days ago (12/4). The charge amounts seem incorrect. I thought since I plan to pick it up in the weekend, maybe I can ask the someone in the front desk. I went to the store to pick up my items today (12/6). The store is located at [redacted]. The person who helped me was an African American man with a left eye brows ring on his left eye brow. He looked through his system. He said he couldn't find my order. Because I brought in the copy of my order, he went to the back and asked his supervisor. After 2 minutes, he went back out. His attitude seemed completely changed. He said "we had cancelled your order because you didn't pick up." I said my order confirmation did not indicate the deadline of when I need to pick up my order by. And it is not even a week. Only 5 business days. He said "It does not matter, we cancelled it. You can call this internet number and they can answer your concerns." I said you guys charged on my credit card and cancelled my order at the same time? He is not sure about charging my credit card and keep suggesting the best option is for me to call the [redacted] number listed on my order.

I have purchased auto parts from Advance over the year because of the product and service. I truly disappointed by the action from the store. First, they should never cancel customers' order, especially it is not even a week. I need those products. Second, if the store cancelled the order, the store should inform the customer, and never should charge on customer's credit card. That is considered credit fraud. I have never received my items due to the cancellation from the store, what gives the right for the Advance auto to charge on my credit card. If you cancel my order, so be it, don't charge on my credit card. That's like stealing.Desired Settlement: I understand doing business is difficult now a day, but it does not justify Fraud. Company should remain honest, so that customer will come back. I went to pick up the products and got nothing back. I had to call my credit card company to report the Fraud transaction. It took me total of 3 hours to deal with the issues. I am asking $85 store credits for the time I have to solve this issues. Please remember, I still have not gotten the products I ordered and there is a fraudulent charge on my credit card.

Business

Response:

Thank

you for providing us with the opportunity to address the complaint that Mr. [redacted]

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

to meet your expectations.

We

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

inconvenience our customer has experienced. We would like to offer Mr. [redacted] a $50 check for the inconvenience he experienced. Should Mr. [redacted] accept, please let

us know.

Thank

you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

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

[I have been

understandable toward the business and lower what I am asking by accepting $50

check to resolve the issue. However, Advance Auto Part seems to feel like they

can forget about the incident if they believe someone who is easy to deal with.

I called [redacted] to check when they will send out the check and resolve the

dispute toward my credit card. When I called Saturday (12/19), the

representative said that the department is closed and he suggested I call back

Sunday. I waited more than 20 minutes to talk to that representative on

Saturday. I called on Sunday morning (12/20). The entire call took 35 minutes. The

name of person who answered the call is [redacted]. She said she tried

to understand why Advance Auto Part should send me a $50. I explained the incident

to her. She seem confused and asked the same question again. She later felt my

frustration and asked me to hold, so she can "talk to the second level

people". As I was holding, she hanged up on me. I waited 35

minutes for nothing. I totally spent an hour and got nothing. The funny part is that I

still haven’t gotten my credit card charges resolved. I kept all the

conversations and receipts. I will show them if I am asked to do so.

The sole purpose to file this complaint again is to show how poor

the communication between representatives in Advance Auto Part are, and how the

representatives treat their customer when representative doesn't understand the

issues, the best way is to hang up the phone, so they think the customer will

be tired to call back because of the wait time. If Advance Auto Part wants to

settle the incident, the replied message has to content advance auto part

person's name and contact information who replied, so I know who's word means

it. I can hold someone accountable. Second, resolve my credit card dispute.

Even I can get my credit card to dispute the charges, I have the right to ask

the business directly because I have never received the product, and it is NOT

my intention to cancel the order. Third, since I have spent this much time

dealing with this complaint, I will ask $100 to settle the incident. I asked

$85 at the beginning because the time I spent on it. I was willing to accept

$50 because the person who replied seems honest and straight forward, but when

I went back to check what it is going on with the check because it has been a week, I got disrespectfully

rejected the call. I eventually got hang up by Advance Auto Part and got no

answered for my issues.]

Regards,

Business

Response:

There was a delay in sending the check out. I have sent it out today for UPS next day air. UPS tracking # [redacted].