Advance Auto Parts

Review: store located at: 2520 Sandy Plains Rd Marietta, GA 30066? I called to place a phone order and was told your company does not accept phone orders and I would have to come in. I called another location and they processed my phone order and told me all stores can do phone orders. I then called back to take it up with [redacted] the manager and when I told him about it he hung up on me.Desired Settlement: I dont really care if you respond or not, the customer service at this location has been questionable previous to this incident. I would just prefer to take my business across the street to [redacted] or [redacted] rather than this.

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 Advance Auto does have a policy for purchases which store has access too, with our customers trying to make a purchase with a credit/debit card over the phone. We will be following up with this store team and there upper Leadership to ensure they are fully aware of these processes, so that Mr. [redacted] and future customers are not inconvenienced. Due to this situation Advance Auto Parts would like to send Mr. [redacted] a $25 Advance Auto Parts Gift Card that may be used at any of our local stores. 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. you can keep the gift card, as I said before I have two other auto parts stores the same distance from my house and prefer not to have to argue with your employees to do their jobs. Just figured you would like to know if I complain, imagine how many customers dont even bother to complain. Regards,[redacted]

Review: I signed up for their "Speed Perks" promotion several months ago. The now send me an email a couple of times a month. I have repeatedly clicked "unsubscribe" on their email. I have called them. I have chatted online with them. I still receive their emails. Sure, this is not a big deal, just an annoyance. However, in today's email, the "unsubscribe" button does not even work now (it is not a link, just text). I believe this is a dishonorable business practice.Desired Settlement: I simply want them to operate like any other business and stop sending me emails when I tell them to. I have very few subscriptions. I have very few emails in my inbox, even though I receive several each day. I file everything where it's needed. I pride myself on that because I have friends and family with thousands of emails in their inbox. To me, that's not workable. If every company operated like Advance Auto, the email subscription model would not work.

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 forwarded Mr. [redacted]’s information to our marketing team to ensure his email address is completely removed from all our distribution lists. Should our customer continue to receive any email communications, we would like to ask him to please forward the email to us at [redacted]. Our marketing department has assured us the customer’s email address, [redacted], has been taken off all email lists.

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

Review: My $3 mail-in-rebate was deliberately declined. Detailed info: E-mail Address: [redacted]

Rebate Tracking Number: [redacted]

Rebate Offer: [redacted] Transaction Date: 12/04/2014

Store Number: [redacted] Register No: * Transaction/Order No: [redacted]Desired Settlement: I request that advanced auto parts send me the $3 mail-in-rebate check immediately. It should do business honestly.

Business

Response:

Thank

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

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

we will strive to meet your expectations.

We

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

inconvenience our customer received while trying to submit their rebate. Unfortunately,

we are unsure why the rebate was declined. The opportunity has been escalated to

our rebate team for further review. We are happy to send a check in the amount

of $3, for the mail-in-rebate, 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.

Review: Brought new battery for motor cycle 10-24-14 had in bike maybe two to three week before I taken it out for winter put in basement on shelf. Went to put in my motorcycle would not start so I charge it a day,tried once more didnt start taken in to Advance Auto Parts with recepts were I purchased it. They said it only had 90 day warrenty. Said great if you live in south were you can ride motorcycle year around.They said we charge it to see them self but that all they could do.So I called corp office customer support,they told me the same thing,90 day warrenty could,nt help me. Told them thanks, Just payed 66.00 dollars for a three week battery that should still be good.Desired Settlement: Refund or replace the New Battery

Business

Response:

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

We apologize for the inconvenience caused to our customer. Our power sports batteries have a 90 day warranty. Upon reviewing Mr. [redacted]’s proof of purchase we found that Mr. [redacted]’s battery is two months past that time frame. Since Mr. [redacted] stored his battery for use at a later date, this may have caused it to lose its charge over time. Most consumers use a trickle charger during the winter months or times when they know the vehicle will not be in use. This maintains the battery at 12 Volts.

We have spoken with our customer’s local store and they stated our customer did bring in the battery, but did not allow them to complete a full charge or let them retest it before he left. In order to assist our customer in the best way possible we ask that Mr. [redacted] go back to his local store to have them fully charge his battery and have it tested. Once that is complete we will be able to review further.

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

Consumer

Response:

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

Regards,

Review: I was in need of an AC compressor and I decided to go with Advance Auto for my purchase. I checked out online with the [redacted] option. Everything went through just fine and was told to keep an eye out for a confirmation email. There was never an email sent, so I checked my accounts and the money was deducted from my bank and sent through [redacted]. However when I went to their website to check the status of my order it appeared as if I've never made an order.

The first attempt contacting customer service I was told they did not receive payment and to re complete the order. Making me pay twice...

The second attempt, which ended up taking a majority of my lunch break, I was told to contact [redacted] because they are holding the funds.

Once I contacted [redacted] I was assured that there is no hold on the transaction and that they would send an email to Advance Auto letting them know.

Today was the day I needed the part to continue work on my vehicle, however I'm instead sitting at a computer making this complaint because this company has failed on their end.Desired Settlement: Let me start out by saying I used to use only Advance Auto Part for all of my purchases. A few years back due to a pretty big screw up during a large project, I took my business to [redacted], and I've spent well over $2000 since. This is my first attempt to return to Advance for a fairly large purchase and you have successfully made me feel like a [redacted] for it. I honestly don't know what you can do to keep me as a repeat customer but to satisfy this complaint just get me the AC compressor I ordered.

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 unfortunately, we are not showing an order for our customer pending in our system with an authorization hold. In order for us to view the order we would like to ask Mr. [redacted] to provide us with the unique transaction ID within [redacted] which should start with an O-. This number is needed for us to view Mr. [redacted]s order so we can assist 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 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 had [redacted] email you the details, I will copy and past the contents of the email. Also I would like to point out My [redacted] shows the payment completed and [redacted] themselves have assured both parties that there is no hold.

"Dear Advanceautoparts.com,

Good day, my name is [redacted] Customer Support. This email is in response to your buyer, [redacted] request.

I spoke to her earlier today, she informed me that when she contacted

your office she was advised by one of your representatives that there is

a hold on the transaction. When I checked on both your accounts there

is no hold.

Order details:

Transaction ID

Time Created

Apr 26, 2014 08:40:07 PDT

Type

Order

Order Expiration Date

Invoice ID

Gross Amount

$177.61 USD

Status

Completed

Shipping Address Supplied to Seller (Status: Confirmed )

This email is to confirm that the buyer has successfully made the payment.

Sincerely,

[redacted] Consumer Support

[redacted], an [redacted] Company"

Just to clarify [redacted] Richardson is my fiance and we share this [redacted] account

Regards,

Seth [redacted]

Business

Response:

In regards to the opportunity Mr. [redacted] has filed, we would like to apologize for the delay in responding.

After further review we show that the order number provided, [redacted], was delivered to the name and address on the order on Wednesday, April 30, 2014. Due to the opportunity received, a refund has been given in the amount of $177.61. This refund with occur within 1-2 days and should post within 3-5 business days. A claim will also be filed with UPS to help prevent future opportunities.

For the inconvenience, we would also like to provide Mr. [redacted] with promotion code [redacted], which is $40 off $100 or more, normal terms and conditions apply. Please let us know if we can assist further.

Thank you for allowing us to respond.

Review: My husband [redacted] purchased some brake fluid around March or April 2013 from Advance Auto In Elizabeth City NC. We used the brake fluid on November 5th and now December have had to replace our entire Brake System due to contaminated brake fluid oil based. We want Advance Auto to pay for the 1900.00 worth of damage there brake fluid caused our vehicle. I have an incident number which is [redacted] and they are giving me [redacted] poor customer service and will not help us. We do not have a receipt for our purchase. We have the bottle we bought from them with some of the brake fluid still inside of it. We are thinking about filing a small claims court sue against them if this isn't taken care of like it should be. We have given them pictures, fluids and invoice for them to take care of this matter and we aren't getting anywhere with them. We want this issue resolved. This incident has caused alot of pain to our family.Desired Settlement: I want them to pay for the 1900 dollar invoice. This would have never happened if there product wasn't contaminated. This needs to be taken care of.

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, at this time Advance Auto Parts is having the fluid inspected, although we show we have not carried this product in the last 4-5 years. Once the analysis has been made the findings will be provided to our Insurance Company Sedgwick CMS and they will follow up with our customer based on the results found from the testing. We show that Ms. [redacted] and our insurance company spoke on January 3rd, 2014. At this time any further updates must come through Sedgwick CMS, as they will be handling this for Advance going forward.

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], They need to take care of the problem. There was no expiration on the product. How is a person suppose to know a brand new bottle that has never been opened before is bad or not without an expiration date on it? They need to pay for our damages. We have never had any brake problems until we used there product. We still in fact have our first brake pads on the vehicle and the vehicle now has 70,000 miles on it. They need to take care of the 1900.00 bill. Here is my proof of damages from [redacted]. The bill says more because we got tires. Subtract 350.00 and that is the 1900.00 advance auto should pay us. This is horrible customer service and very unprofessional for a company to do to a customer. They need to step up and fix the problem. Also I recommend they put expiration dates on there products so this doesn't happen to someone else. Also everyone in the Warranty and customer service department should all be fired. They are very rude and unprofessional and very argumentative with the customer. They didn't want to help me at all. We will never shop at this disgrace of a company again.

Regards,

Business

Response:

Ms. [redacted],

Thank you for allowing us to respond to this opportunity that Ms. [redacted] has filed.

At this time we do not have an update from the vendor on the inspection of the product that was within Ms. [redacted]’s vehicle, the vendor will receive this product on Tuesday 1/14. Once their inspection is completed that information will be provided to Sedgwick which will be shared with our customer and present a solution based on the information found. We have also contacted Sedgwick’s Management Team to ensure that they stay in contact with Ms. [redacted] and provide any and all updates given to them. Once more information is available Ms. [redacted] will be contacted ASAP

We sincerely apologize for the inconvenience this may have caused,

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.

Will decide whether or not I agree or not when inspection results comes back. I want to know answers. If they come to the conclusion it is there fault I want them to pay for damages.

Regards,

Business

Response:

Ms. [redacted],

In regards to the opportunity Ms. [redacted] has filed, we have been

notified by Sedgwick that the inspection has been completed and they will be

speaking with our customer further about the findings.

Going forward any updates or conversations must be through

Sedgwick CMS, as they are handling this for Advance.

We sincerely apologize for the inconvenience this may have caused and

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.

They need to pay for the damage they caused to our car. They are saying there product isn't contaminated and that is a load of BS. Our car wouldn't have the problem if it wasn't there product. Think we have to get a lawyer now.

Regards,

Review: The issue could fall under several categories. I bought an O2 sensor that offered a rebate for the item purchased. I was informed that it could take up to 6 weeks to receive the $10 back by American Express Gift Card. Each time I have contacted the Advance rebate center, I am told we are onto the next stage in the process and it will be a new up to 6 weeks time frame. We are getting closer to a 4 month time frame that I have attempted numerous times to reconcile with documented emails. I feel that I am being strung along until I either go away or enough time goes by for this scam to pay itself off.Desired Settlement: Pay $10 immediately. This company owes so much more for the amount of following up for what was sold during the process. As bad as this experience was, I can not be the first or the only one complaining about the clearing house Advance is using. GET THIS CORRECTED FOR ALL TIME.

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 would like to apologize for the opportunity with the rebate for the O2 sensor purchased. To resolve this opportunity we will be sending this information to our rebate center for further research and would like to provide our customer with a $10 check which will be mailed to the customer’s address provided. 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: In October of 2014 I purchased a new car battery from Advanced Auto Parts which includes a three year warranty. In December of 2015 the battery died. After getting a "jump-start" I drove directly to the same Advanced Auto Parts store where I made the original battery purchase. An employee stated that he needed to recharge the battery and then test it to see if the battery needed to be replaced. After charging it was then tested. It failed and was deemed to qualify for a replacement. During the replacement process the employee noticed that the customer history battery was not matching the battery in my car. It is my contention that either an incorrect battery was originally installed (one of their employees installed it) or their customer history is incorrect. After some time trying to figure out my options and why we could not track the battery in my car with the SKU numbers they decided not to uphold the warranty and refused to provide a new battery. They suggested I contact corporate to resolve the issue. I did contact corporate a few days later and they also did not think they could help me but were going to "look into it and get back to me within 48 hours." That was over a couple weeks ago with still no response....Desired Settlement: I originally just wanted a replacement but after them not upholding their warranty decided not to buy another battery from them again and instead purchased one elsewhere.

I would like a refund for my original purchase amount of $139.98.

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 were able to find the battery purchase

in question from 10/9/2014. Due to this

opportunity received we would like to offer Mr. [redacted] a refund in the form of a

check which will be mailed to the address on file. The check will be for $139.98, and Mr. [redacted]

can be expecting it in 10-14 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: To whom this may concern:I am having issues with Advance Auto Parts here in Jackson Michigan. I purchased a water pump, that was tested with a "failed bearing" being the results of the test. Due to this issue I have no vehicle, my brother has 4-6 months to live, and I'm losing time. On my anniversary, my wife and I, went up to [redacted], when my van started to overheat. I pulled off to the side of the road let the engine cool off and put antifreeze into it. Than we proceeded on our way. Not even 30 minutes later we had to pull off the side of the road because it was overheating again. We had to walk over 4 miles to get to a gas station to get more antifreeze. When we got back to the van I poured the antifreeze into the van and it started coming out the water pump. So we had to call a tow-truck and it had to be taken to a shop. We than had to call a cab to even make it to [redacted] there and back. I am not asking for money, I just want my vehicle fixed. So I can see my brother. Because of this product failure it has ruined my engine according to a master mechanic at [redacted] Automotive. The owner of [redacted] will back up this story. Therefore, Advance Auto Parts does not want to back up their warranty model that ruined my means of transportation. Thanks for your time and consideration.[redacted]Desired Settlement: I would like my van to be fixed and in running order because as I said time is of the essence. My brother doesn't have to much longer and I want to be able to see him.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and have engaged our supplier to provide us with a failure analysis report on this situation. Please see the attached letter sent to our customer, due to their tests they did not find any manufacturing defects and denied the claim for labor consideration. As a good will gesture Advance Auto Parts is willing to provide $100 as a good will gesture due to the opportunity received, if accepted. 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.Even though I think that 100$ is not a fair compromise to losing my van because of this issue but I am accepting it because I need to move on. My brother only has a couple mnths left and I have to do what I have to do. Regards,[redacted]

Review: I went to advanced auto parts store and got the diagnostics test done on my car. The mass air flow censor came up as bad on the test so I bought the part and an advanced auto employee installed it for me. When I drove my car, I noticed the problem was not fixed. I got another diagnostics test done at the same store and they told me spark plugs and wires and coil packs. So I bought those and had them installed. The problem still persisted with my car. So I had yet another diagnostics at the store. This time, they told me to change the throttle positioning censor, so I did. It didn't fix anything. So I finally took it to my mechanic after spending over 400$ at that store. Come to find out, the very first censor they sold me was a bad censor. My mechanic replaced it and gave me back the defective one. I tried to return the malfunctioning censor to the store and they refused to give my money back. I am out of about 600 dollars because of them selling me a faulty part. And I have receipts and bank statements to prove it. and I also can have my mechanic back me up on the censor being faulty. All I am asking for is the money back for the defective part. I do not feel as though I should be punished because their product malfunctioned.Desired Settlement: I just would like my money back for the malfunctioning censor that they sold me an installed in my car. It ended up costing me hundreds of dollars.

Business

Response:

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

We would like to apologize for the inconvenience our customer has experienced. Normally the warranty on our parts only covers an exchange once a part has been installed. However, since Mr. [redacted]’s mechanic has already replaced the part for him, we will be happy to issue him a refund for the mass air flow sensor. We have reached out to the management team at our customer’s local store, [redacted], and we would like to ask Mr. [redacted] to return to the store with the part and his receipt. Either of the managers, [redacted] or [redacted], will be able to assist him with the refund.

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. Have taken the part back and received the refund.

Regards,

Review: On 12/11/2014 I tried to use my online code [redacted] to get 25 dollars off a 50 dollar online order. I spent fifty dollars a few months prior to the the emailed code. When I went to use it, it did not take. I used the online representative named [redacted]. She said that the system was updating, that's why it wouldn't take. I was told to pay for it, and I would be refunded the money within three days. I felt uneasy about it but I was assured that everything was on the up and up. I told here that I have a printed copy of our online conversation. Well after a week I called back and spoke to [redacted] and he said the rep didn't note the account and there was no way to get my money back. This is the second time this happened. I can't belive that no one could help. He [redacted] said that I couldn't contact anyone else above him. Now I'm out 25 bucks as promised.Desired Settlement: I want a refund of 25 dollars back to me as promised.

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. As a goodwill gesture we have provided the customer a $25 credit which will be sent back to the card used at the time of the purchase on online order # [redacted]. Please note that the credit will take at least 3-5 days to process back to the customer’s account.

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,

Ordered a part and was told they would have it the next day, a week later still no part and was told each time I called they would call me back with information, never heard back. BAD FOR BUSINESS

Review: My husband went into your store at [redacted] to purchase a bottle of blue devil.We wanted it price matched which was refused even though the [redacted] website CLEARLY STATES it is the IN STORE price.Because [redacted] was closed, the so called parts guy could not verify it...(guess the phone in my husbands hands with the price on the screen was not good enough, nor the internet on your own computers in store) We also planned to purchase 4 gallons of coolant, spark plugs, thermostat & several other items. We chose to do business with you all because you are in my neighborhood & now I will chose to drive 7 miles out of the way from now on.We also have a commercial account with one of your stores across town that I will now refuse to buy ANYTHING from that I spend apx 20k a month in parts out of.We also have a small at home business that we have spent thousands of dollars at this location for but I will never buy another thing from you period.The service has always been questionable but I will never return.We have had to look up our own parts,have been told you DO NOT CARRY things you do.Get some real parts people in your store & maybe you would actually see an increase in volume & profits.Go ahead & ask [redacted] or [redacted] how much money I have spent with Advance in the last 4 years alone.This was the absolute last straw. The associates you have in this store could not care less if the customer is satisfied in any way shape or form.I can imagine how much uninformed people get screwed out of here.Just for instance...a lawn plug was requested in the least expensive form....it was given to my husband for $6 however you have one on the shelf for $1.19....which I ended up buying 12 from [redacted] instead,plus they price matched with no problems. Its problem after problem.I don't expect anyone to contact me if the upper level service is anything like the store level.So I won't be surprised if I never hear back but you as a company should be ashamed at the way this store conducts themselves on a daily basis.Desired Settlement: The ONLY person that has bothered to contact me is a [redacted] rep. This has been going on since 06/21 & she has escalated it several times. I just wish SOMEONE would actually take responsibility & make an effort but as usual that doesn't happen. Apparently unless you are buying someone a round of golf for the weekend with a beer, no one there cares to resolve any issues. My neighbor had the same issue 3 weeks ago.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the delay in responding. Our records show that Ms. [redacted] contacted our team on 7/8/2014 with this opportunity. We have forwarded her concerns to the leadership team over the local store so they can address all opportunities presented. We also sent Ms. [redacted] a $20 gift card, to the address on file, which she accepted.

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 am writing this complaint due to the treatment I received from one of your Advanced Auto Parts stores. The way I was treated left me feeling like I had been taken advantage of and the repeated issues with my vehicle disregarded. On July 29, 2014, I went to the Advance Auto Parts Store located at [redacted] in Tallahassee, FL. I purchased a new battery as my 2012 Camrys battery had died.Shortly thereafter on Wednesday, September 3, 2014, I went to turn on my car and could not start my car. I had to call road service to jump my car off. Thankfully, the car started. However, the next day I went to start my car and again it would not start. I once again called road side assistance and drove my car to the Toyota dealership.At the Toyota dealership, they tested my battery and found that the reading was showing low and gave me a print out. They told me to take my car back to Advance since I had purchased a new battery from them. They also informed me that my battery was under warranty. They along with me questioned why Advance Auto Parts had not advised that the vehicles battery may be covered under warranty. I then went back to Advanced and reported what had occurred with my vehicle and provided them with a print out. Advanced told that the battery was fine and that the issue was either the starter or the alternator. Frustrated I just went home.The next day my navigation and radio power went out. I was very worried as I had planned a long distance trip in the next few days and needed my navigation. I called and made an appointment with the Toyota dealership for the next day. The next day, August 5th, my car would not start again. Thankfully I already had an appointment at the Toyota dealership. I jumped my car off again and went to the Toyota dealership. Toyota looked over my car and advised that the battery Advanced had placed into my car was the wrong sized battery. They once again told me to go back to Advanced. Dreading going to Advanced, I went back and sure enough they once again advised it was not my battery.At this point, I was incredibly frustrated. I called the Toyota dealership and advised what Advanced had told me and asked them for help. They too were frustrated that Advanced had provided me with no assistance, they told me to bring my car back to them and they would give me a new battery. Not surprisingly, since Toyota gave me a new battery I have not had any more issues with my car. This was definitive proof to me that the issue was my battery all along but Advanced just did not want to accept any responsibility.I am filing this complaint since I was clearly taken advantage of. First, Advanced should have informed me that my car battery may be covered under warranty. Perhaps, they saw a 63 year old woman and knew they could take advantage of me. Next, they should have replaced the battery when I was having issues. Instead, the kept sending me back to Toyota which was over 15 miles away. I can honestly say I will never return to that Advanced Auto store and will share my awful experience.Desired Settlement: I paid 134.48 for the battery. At a minimum I would like to be refunded that amount. I also feel like I should be compensated for all the back and forth trips to Toyota.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. We have reached out to our field leadership team over our customer’s local store. They have contacted Ms. [redacted] and taken care of her opportunity by refunding the battery in question and giving a $20 gift card for the inconvenience.

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

Consumer

Response:

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

Regards,

Review: I returned rental tool on August 18, 2014 at Advance Auto Store on [redacted] in Belleville, Illinois. The computer froze and the clerk said to wait a day and call Advance Corporate HQ (clerk did not supply the phone contact number) to see if my credit card account in fact did get credited for the transaction. On August 19 at 8:00 a.m. I called Advance Auto HQ (after going on line to obtain the telephone number of ###-###-####) and after 10 trillion button pushes I was talking to [redacted]. She indicated it would be 4 to 5 business days for the transaction to be credited to my credit card account. I asked her why so long and to send me something in black and white ( a letter for example. Her supervisor indicated that they cannot do that. It is very clear the company wishes to make interest off my money before crediting it to my account. I explained to her that [redacted] does it right then and there, up front and in seconds, supplying me with the transaction receipt showing credit to my account, all without even having to use my credit card. They just scan my receipt. Advance Auto company operates using antiquated equipment and is not a good company to do business with at all. It has been a real hassle doing business with them. Transaction Number appears to be [redacted]. My son in law name [redacted] is on the receipt, but my credit card was used and should be credited immediately. What a pathetic, organization. What a terrible system to present to its customers.Desired Settlement: Immediate 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 to apologize for the inconvenience experienced. Our records show that Mr. [redacted]’s [redacted] was credited $70.25 on August 18, 2014. Credits typically transfer to [redacted] within 4-6 hours. [redacted] will then process the return and send to our customer’s financial institution. Some financial institutions may take up to 5 business days to process. However, due to the escalation that we received I have spoken with our Retail Credit Team and confirmed that the refund has already been submitted to the Mr. [redacted]’s card carrier. I have attached a screenshot that our Retail Credit Team provided which shows that the refund was released on 08/18/2014. Please note, for security reasons the customer’s card information has been removed.

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 appears that Advance Auto has now reimbursed my credit card for the amount of $70.25. Thank you for my assistance. From now on my friends and I will be using a different auto supply store. Maybe someday they will get their system upgraded. Thank you for you kind assistance. It is appreciated.

Review: I ordered oil, oil filters, and brake pads for my husband and I online. We got home and the listed item for the oil filters online that showed up for our vehicles were both wrong. My husband changed his first and saw that the oil filter was the incorrect size and we made a second trip to the [redacted], nc store. When we went to put the oil filter on mine it was the wrong size. I talked to the customer service representatives and the clerks in the store and they thought that nothing should be done about this error. The internet had pf52 oil filters for both our vehicles.(2007 Chevrolet trailblazer, and 2004 Chevrolet Colorado) The correct oil filters are pf61 and after talking to the store clerk he stated the pf61 was no longer available, only later to find out that it was. Now I have had to make three trips and lost at least 20 dollars for errors on advance auto parts online website. I was only asking for a refund for all the problems we went through. The clerks gave us the advance customer cr to tell them about the errors and the customer care representative said that there was nothing he could do, just go back to the store and return the oil filter.Desired Settlement: I should at least receive a refund amount of $15.00 for three trips to the store to pick-up oil filters. As stated earlier, it was advance auto parts error for having the incorrect filter numbers for our vehicles online and it should be corrected. I spent over $130 dollars getting the oil, filters, and brake pads. One would thing advance auto parts would value their customers more!!! I will accept a store credit as the settlement. I work on a postal route and advance auto parts has received lots of my business. This will be the last time dealing with advance auto parts if this is not solved.

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 show where Ms. [redacted] placed online order [redacted] for in store pickup. We were able to speak to the general manager and he stated that when the order came through he noticed the incorrect pads had been ordered. The general manager spoke to our customer’s husband regarding the incorrect pads and he completed an exchange. The other items in question were provided to our customer per the online order request placed by Ms. [redacted]. Due to the opportunity received we would like to send a $15 gift card to the address on file, if our customer accepts.

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

Consumer

Response:

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

Regards,

Review: I purchased a automotive battery for my 2004 Chevy Silverado 2500hd from advance auto parts in December of 2012. Since I installed the battery into the truck I have had nothing but problems with the battery. If I drive my truck every day the battery is fine but when I let it sit unplugged from the vehicle it goes dead. I have been to the advance auto parts store that I bought the battery from more then 5 times now and have it charged from having 0 cranking amps and very low voltage. They test the battery after they charged it and say the battery is fine but I take it home and let it sit for two days and it goes dead again. Then I start the process over again, unfortunately ever time I have to do this process I lose work because I can not drive my truck because I have to wait a hour or two until they charge the battery which is very frustrating to say the least.Desired Settlement: All I ask for is a new battery which I can not get because they say there store policy says if the battery takes a charge then its good but it is not. Even though the battery is still under full warranty. If its good they can sell it to someone else I just want a new battery.

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 per our Store Manager Leon at Store number 1029 the battery was swapped out by another one of our local locations. We explained that we appreciated his business and invited him to the store to speak in person with our General Manager. We will be providing coaching to our TM’s at this location to ensure we perform a full system test to ensure we are providing an excellent customer experience. Our promise is to provide superior customer service and offer high quality products when you need them. Again, we sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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

Review: Hi, I joined the AdvancedAutoParts refer-A-friend program. And I was told that I'll get an $10 Tango gift card. However I only got an email saying I'm getting a $10 itune gift card. I contacted the email that send the itune card saying I'm not Apple user and I would still like to have the Tango gift card. Then I got the email back saying the gift card can not be exchanged and there is a gift card option to choose when referring which I could not find anywhere. This is totally unacceptable. I just need the $10 Tango gift card otherwise please refund $10 to my credit card I used for my purchase.Desired Settlement: $10 Tango gift card or $10 refund to my credit card.

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 experience with the Gift Card received. We are looking into this situation to be able to understand the details further. Due to the inconvenience we have credited $10 to our customer’s AMEX credit card as requested. 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 June 2, 2013 my son and I went to the Dobbin Rd. store in Columbia, MD to buy a specific Advance Auto Parts part (part #[redacted]). The Advance Auto Parts web site had indicated the part was in stock and we had called to confirm the part was in stock but were put on hold for more than 5 minutes and finally hung up. While my son was paying for the part (which it turns out was NOT in stock and had to be ordered) I was looking at oil and filters. My son showed [redacted], the Advace Auto Parts counter person, the Advance Auto Parts flyer that gave $5 off for purchases over $25 and [redacted] told him the discount had already been applied. The total charged was $48.75 and the receipt did not give a breakdown of the item and the sales tax. After my son had completed his purchase I brought my oil/filter purchase to the sales counter and [redacted] also handled my purchase. I showed him the same Advance Auto Parts flyer which showed a price of $17.99 each for oil/filter if you bought 2 sets, which I had. The purchase rung up $44.51 and I showed [redacted] for a second time the flyer and said it should be about $36 plus tax. He went down the receipt quoting the "you saved" amount and said the discount had already been applied. Assuming that he had somehow misunderstood the first two times, I said to him for a third time, I wanted the $17.99 each flyer price and he said again the discount had been appplied. Since there were customers behind me waiting, I took the purchase to the side to make sure I had the correct oil and filters that would qualify for the $17.99 each price for 2 sets and I did. I got back in line and was helped by [redacted] (sales person) and [redacted] (manager) who finally resolved the matter and gave us the advertised discounted price of $17.99 each for two sets. When we arrived basck home we still had the Advance Auto Parts web site up and the part# [redacted] price was listed as $45.99 which means my son should have been charged $40.99 plus sales tax. We called the Advance Auto Parts store in Burtonsville, MD and [redacted] checked to make sure the part was instock. We drove the 23 miles to that store and purchased the [redacted] and were given the discounted price as advertised in the flyer. The service was excellent. I have been buying parts from the Dobbin Rd Store in Columbia, MD since it opened. We received such poor service from [redacted] that if I ever do go back to that store I will refuse to have him ring up my purchases. Between my son and myself we asked him five times for the advertised discounted price and somehow he either failed to understand these repeated requests or he deliberatly refused to honor the advertised price. The manager and the other sales person that resolved the matter for us immediately understood our request for the advertised discounted price. I have the flyer and all of the receipts if required.Desired Settlement: As stated above, I feel I have to avoid the Dobbin Rd. which is the most convenient for me. I feel that since both my son and I were unnecessarily inconvenienced, we deserve at the very least, an apology. SOMETHING NEEDS TO BE DONE WHEN AN EMPLOYEE REFUSES TO HONOR AN ADVERTISED PRICE!

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 we sincerely apologize for the experience Mr. [redacted] received. We have engaged our District Leader which has spoken to Mr. [redacted] about this situation. We will be providing coaching to the TM, and our GM over the store will also be providing Mr. [redacted] a gift card at store level. 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: Extremely degrading and because of the need I had at the moment they abused.

I just want to express my EXTREMELY NEGATIVE experience on the Advance Auto located on [redacted].

I was passing almost in front of Advanced Auto store when my brakes failed. I verified the car when the brakes failed and saw that my wife's car had broken the car front disks because the pads were damaged.

I entered the store at 12:37 PM. The person in front told me where the line for car services was. There was ONLY 1 person in front of me. I waited for about 4 to 5 minutes and the person in front of me left. I went to the counter. The person attending left and another guy came, but he went to the computer besides me. He saw me but called a person that was not in line, I mentioned I was next on line and the person he called said, that it was ok, BUT he said that he will attend her. The person came to purchase 1 tire without installation. It took him quite a long time to sell the tire. Finally I was next.

I explained him I needed to change front disks and pads. He immediately told me in an arrogant manner, that if he changed what I was asking the car might had something else they would not be responsible for it. I thought that while they were fixing, if there was anything else the person fixing would mention and let me know. He said that I either left them do an exam that cost $20.00 or take the risk of not fixing the car correctly. I had many things to do so I did not want to wait more time. I told him that if they could do the exam fast and he told me it was going to be done immediately. Finally the exam started at 1:19PM. He told me that the car had also the brake caliper and he also wanted to change the rear cylinders. I told him I had my personal mechanic that I just wanted to fix the front brakes and he said that Advance would not fix the car unless I fixed the whole thing. I told him that I ONLY would fix the front brakes because it was very expensive and the cylinders were not an emergency. He then continuing with his ARROGANCE told me that he would not fix the car unless I signed a release that it would be my responsibility. IT IS IMPORTANT TO UNDERSTAND THAT I WAS IN A HURRY AND HE KEPT THREATENING ME AND TRYING TO FORCE ME TO FIX THE CYLINDERS. I WAS IN A HURRY WITH A CAR WITH NO BRAKES AND ADVANCE AUTO WAS TRYING TO MAKE ME SPEND MONEY I DID NOT HAVE. I signed the release to see if they could fix the car soon. Then he told me that they did NOT had the caliper and they ordered the part on another Advanced Auto store BUT it would NOT arrive until 4:00pm. I was already trapped and my ONLY alternative was to fix. I told him to fix everything before 4:00. I asked if it could be possible to get the part faster and his response was, If you go and bring the part. He was just being sarcastic since he knew my car was being fixed. My only alternative was that I had to wait for them. He said YES to my comment of fixing everything else until the caliper was delivered.

At 2:00PM I went with my wife to have lunch. We wasted as much time as possible since Advance facilities did not even have a TV to entertain. At 3:57pm I went to the store and the car was UNTOUCHED. I went to the mechanic that was CLEANING TOOLS with not even one car on the garage. I told him when they would start fixing my car and he told me that the caliper was not there. He started to fix my car and I went to the waiting area. I then saw that the mechanic left my car to do a car of a person that came to rotate wheels and change oil. That client had waited for 1 and a half hours for that so he went to the manager and the manager gave the instruction. When I saw that I went to the manager and told him my experience. He went to the mechanic (IMPORTANT TO MENTION THAT THEY HAD ONLY ONE MECHANIC.) and told him to fix my car. The mechanic finished changing the oil and delivered the car before fixing my car.

Finally my car was fixed, tested anDesired Settlement: I'll let the company suggest what they think they should do. My dignity is worth mush more than what would be reasonable.

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 have spoken to the District Leader over the store and she has informed us that our customer has agreed to come to the store, today, to further discuss the opportunity with the Service Manager.

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.

Sorry for the delay. I'm disabled and was sick.

The store in [redacted] called me after they received your claim and we did NOT arrived to any agreement. That was late last week and they PROMISED they will call me last Thursday or Friday. I have not received any call yet.

Business

Response:

Thank you for allowing us to respond to Mr. [redacted] opportunity filed.

We have been informed by our District Leader that the TM's involved have been spoken too and the appropriate action has been taken in regards to the situation sent to us about our TM's behavior. We also will be coaching/training other TM's as well to ensure positive experiences within the store for all other customer's. Unfortunately we were informed that our customer did not want to negotiate any resolution that we offered.

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.

Regards,

I went to the store to discuss the matter with the management. The service manager and the store manager were present. I discussed with them the extremely humiliating situation and the excessive abuse the employee did recognizing that my car was broken and I was trapped there. There response was that the salesmen had to write the warning note, but they were going to tell him next time to do it on a better way. I got a little bit emotional and left the office, and told the Service manager to call me next day. I'M still waiting his call. They really do not want to offer a solution. I really doubt they recognize they have a problem.

They broke a couple of [redacted] laws and I'll proceed to make the claim. Maybe paying a fine will show them they have to do something. If they would really wanted to do something they would had called me next day as I asked, and that he said that he was going to call.