Advance Auto Parts

Review: I believe if we as consumer first contact the business customer service department first prior to any purchase most business like Advance Auto Parts would be out of business as customers like me wouldn't do business with them. Advance states that their best part is their customer service. Wow. I never experienced such and I spoke to 3 separate rep with the 3rd one being a supervisor. One would think you would get at least half way descent customer service after speaking to a supervisor. Oh was I completely wrong and out of my mind.

I placed order #[redacted] online on 12/01/2014. After not having received the order which Advance Auto Parts allowed to be ship without requesting a signature I contacted [redacted] with Advance customer service. She set the expectation that I would receive a refund for the entire order of $160.48 since I didn't receive it. After placing me on hold so she could process the refund she return to the line only to advise me that it would take 24-48 hours before the refund could be process as they needed to contact the carrier. No apology for setting the wrong expectation or anything. I called Advance today 12/11/2014 after not having heard from them as clearly I have exhausted both the 24 and 48 hour time frame. I even exceeded those time frames if they was counting business days. I had spoken to [redacted] whom was completely dumbfounded to anything I was saying and or asking. All I got was "I don't know", "Um", "Nah" and let me patch you through when I asked for a escalation rep. Escalation Rep [redacted] was the worse. I was told I needed to contact [redacted]. For what? The expectation was never stated to me prior to today. Also I didn't placed the order with [redacted]. I had to repeatly ask him not to hit the mute button. I was simply just wasting my breath talking to [redacted]. Not was accomplish with him other then complete rudeness and unprofessionalism.Desired Settlement: I am requesting a full and complete refund back to the credit card used for this order in the amount of $160.48

Business

Response:

We would like to apologize for the delay I have reached out to our ecomm team and they have informed me that the customer’s order was refunded 100%. We would like to apologize for the inconvenience with this order, we have reached out to [redacted] to understand what happened to this shipment.

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. The refund was process the same day they finally replied to the Revdex.com complaint. Interesting that they never mention anything about the horrible customer service they give to there customer. This is proof they don't care about there customers.Regards,[redacted]

Review: Please, PLEASE do not buy a battery from Advance Auto Parts!!!!!! They will do everything in their power to avoid honoring a Warranty Claim for replacement. Advance Auto Parts wasted many hours of my time.Purchased a new 24F6 [redacted] car battery from Advance Auto Parts rated at 700CCA with a 36 month free replacement and an 84 month pro-rated warranty overall. I have seen a decline of the battery's performance over the last 6 months with very weak starting. It is now month 35. The battery has been tested by my local dealership during service and shown to be "poor" in performance and condition. I returned to Advance Auto Parts store # [redacted] at [redacted], ###-###-#### to obtain a replacement under warranty. The store employee spent more than 1/2 hour "testing" my battery and the charging system of my vehicle. Vehicle starting system "cranking normal". Vehicle charging system "normal, no problems". At 85degrees battery CCA was only 544CCA (not 700CCA as rated = DEFECTIVE!!!!!) Employee then told me he would still not replace the battery under warranty because it just needed to be trickle charged over night. I own a trickle charger, so I went home (long drive) and charged the battery for 2 days. I returned to the store and we repeated this entire procedure...taking up A LOT of my time and energy! This result was a measured 581CCA at 115degrees (it should be well over 700CCA at 32d.) = DEFECTIVE battery! Employee said "battery is not as good as rated when we sold it to you but my machine still says battery meets or exceeds industry specifications." I asked what "industry specifications" are? No answer. I asked why this 700CCA battery was barely starting my car. "Close enough?" is what he said to my face! NO!!!!! Even in the face of hard factual numbers arrived at by the Advance Auto Parts equipment, he still wouldn't honor the warranty for a free replacement. This is a hassle no customer should be put through!

Product_Or_Service: [redacted] Car Battery

Order_Number: [redacted]Desired Settlement: Replacement

Replace with a better AGM battery or refund so I can get a reliable battery from another store.The definition of insanity is doing the same thing over again, but expecting a different result next time. I am not putting an Advance Auto Parts [redacted] battery in my car again! I will choose an AGM style battery as a necessary upgrade and I am happy to pay the difference in price to get a reliable battery.What good is a warranty if Advance Auto Parts makes i

Business

Response:

I just received an update from our District Leader as our General Manager was going to reach out to this customer but due to some circumstances he has not been at work. He has just returned and I have been informed that our GM will be sending our customer an email today to offer either an AGM battery or his money back.

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 is satisfactory to me. I consider this complaint resolved, and I sincerely hope that this AAP location will make battery warranty claims much easier and faster for future customers.

Kind Regards,

Review: I tried to return 3 items to the [redacted] Advance Auto Parts on Oct 12, 2014. The items in question all had cash paid receipts. The clerk on duty refused to take items back and I was informed that ID was needed and that I would only be given store credit. The Companies return policy clearly states cash returned for cash and debit sales. The use of ID is not stated and not required. The return policy was not posted in said store as it is in other stores. The clerk then proceeded to ask personel questions about my job, what store the items were purchased in...She then went on to say "That she had talked to her loss prevention team, and they had told her not to accept the items returned without ID." The question arises that unusual treatment was given specifically to me, that the clerk didn't follow company policy, and the innuendo was that dishonesty occured, as well as trying to snoop into my personal information........

The act was humilitating, it was uncalled for, and violated company published and posted policy.Desired Settlement: Clerk needs to learn policy and not jeopardize the company with a possible lawsuit.

Business

Response:

Thank you for allowing us to repond to this opportunity sent. We have engaged our Field Leadership team and asked them to contact our customer ASAP to understand the situation fully to see how we can resolve.

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'm sorry I didn't receive your call. I teach and was in class when the call came in.

Yes, everything has been resolved.

Thank you for your continued attention to this and the professional way in which everything was handled.

Review: I bought a fuel pump. This was a special order item which must be prepaid upon ordering. This part was sent from another store. I am unable to locate my receipt and because the purchase is not showing in their system over a period of 2 years. I am unable to get a refund. The item has a sticker showing store #[redacted] which is the [redacted] store. The item is still brand new in the box and had not been opened until the store representative took it out to inspect it.The manager and corporate office will not accept the item without a receipt even with the item number still in their inventory. The corporate office representative stated that no refund can be given without a receipt.My point is because this is a special order which must be prepaid -- I would not have the item without special ordering it.Can you please assist me in obtaining a refund for my purchase?Thank you in advance.

Product_Or_Service: Bosch Premium Fuel PumpDesired Settlement: DesiredSettlementID: Refund

I will like a refund of my purchase.

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 have engaged our District Leader [redacted] to contact our customer so that we can further understand their concerns and resolve their opportunity. We have been advised that Ms. [redacted]’s daytime phone number will not connect us directly to her so we have left a messages to her evening phone number. Most recently this morning [redacted] left her a message with his contact information asking that she contact him back at her earliest convenience.

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: Your store at [redacted] would not accept my return and refund me my purchase price for a bottle of head gasket block repair [redacted]. After speaking with a mechanic friend I decided I did not want to use the product in my vehicle. I never even touched the cap on the bottle while I had it. When I brought it back to the store this afternoon, 8/4/14, the clerk proceeded to open the bottle - supposedly to check the seal, but in fact disturbing it instead (either that or it was already loose when I bought it). He then refused to refund the $38.87 for the return of the product and was very rude to me in the process.Desired Settlement: I would like a full refund of $38.87 for the return of the product.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. We have engaged our District Leader, [redacted], and he has agreed to refund Mr. [redacted] for the head gasket block repair that he purchased. Our store will follow up with Mr. [redacted] a.s.a.p. so that we can provide him with a full refund.

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 bought an electric fuel pump and was denied the manufacturers warranty because I didn't want to give out my phone number. When I questioned the clerk about he said they will not give a warranty without a phone number on file. thsi sounds real scamish to me!!Desired Settlement: I want the warranty that I should have gotten with the purchase!

Business

Response:

Our policy for returns is to either have a receipt or have it in the customer's history.The history in our computer's is listed by phone number, customer name and address.If the customer has no proof the purchase was here, how do we know it was bought here. As for thisproduct it is carried by many retailers and on-line suppliers. We do this so it helps customer's that don't keepthere receipts and can still warranty and return product's.If we were to go any further then this we would have needed a Driver's license and I'm sure he would not proceed with this either.thank you,

Consumer

Response:

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

First off I was not told about the receipt option what so ever, only the "we need your phone # or we can't give you the manufacturer's warranty", I didn't know that retailer were allowed to hold returns hostage just to get a phone number. So, in reality I purchased a warranted product but was denied the warranty. And their smartalic response about not giving the drivers liscense is really in poor taste. I'll take my business elsewhere.

Thanks for trying to help!

Regards,

Business

Response:

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

We have reviewed the information provided and would like to respond further. When a warrantied item is purchased we ask for our customer’s name and phone number so we can store this information within their history as a courtesy. Any returns/ exchanges require a proof of purchase; therefore, if our customer doesn’t provide a paper receipt we have the information available in our system. This information is not shared from store to store nor is it shared with any other companies. If our customer’s information is not provided we would ask for a paper receipt to complete the refund/ exchange. Without this information it would be up to manager’s discretion as to whether they would like to complete the return/ exchange as a goodwill gesture.

We have spoken to the General Manager, [redacted], and he would be more than happy to take care of Mr. [redacted], however, any returns/ exchanges that are completed without a proof of purchase require an applicable ID which could be a driver’s license, state ID, military ID, border crossing card, passport, or permanent resident card. Without a valid ID the return/ exchange will automatically be declined.

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: Advance Auto Parts online store (advanceautoparts.com) advertised $10 rebate offer for buying a set of Wearever Gold Brake Pads and 2 Wearever Brake Rotors in March 2014. I ordered both Wearever Gold Brake Pads and Weaver Brake Rotors on March 24, 2014 and picked up both items on the next day at the store in [redacted]. I filed the rebate request online and received the tracking number [redacted]. Today, I called their rebate processing center and they notified me that my rebate was declined because the items were not qualified for the rebate.Desired Settlement: I expect to get $10 rebate

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 that during the purchase date of 3/24/2014 the related rebate was for Platinum pads. Since Gold pads were purchased the rebate was denied. Due to the opportunity received, we would like to send a $10 gift card, as a goodwill gesture, if our customer accepts. This gift card can be used in any of our store locations.

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.

The rebate was for Wearever Gold Brake Pad ([redacted]) and 2 Wearever Rotors ([redacted]) which are exactly I purchased. This rebate is still currently available at their website (http:[redacted]).

I still would like to receive the $10 rebate check.

Regards,

Business

Response:

In regards to the complaint filed by Mr. [redacted] we would like to respond further.

At the time of Mr. [redacted]’s purchase the rebate offered was for Platinum pads. Due to the opportunity received, we are willing to offer a $10 check as a one-time goodwill gesture to close the opportunity. The check will be sent to the address on file and arrive within 7-10 business days.

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 an item and had to enter my pin number using my debit card and my money was taken out of my account the same day.I went back to this same place to return the item because I found out it was not needed to repair my car and was asked from a person named [redacted].* do I have the card the item was purchased on I gave her my card and she did the return.It is now three days later and When I called the corp office I was told I have a choice to get cash or for it to be put back on my card which I was given that choice when the trans was taken place.The person whom I talked with was a person named [redacted].I told him I wanted my money back today and he said I could have got my money back the day of the return and [redacted] returned money back as a credit card and I will not get my money back for 7days.I told him I would like to go back into the store for them to cancel the trans out and give me my money back he said no it could not be done.I told him I will file a complaint with the Revdex.com.

Product_Or_Service: Alternator

Order_Number: none

Account_Number: Tran#[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to go into the store and get my money back at that time.

Business

Response:

Ms. [redacted],

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

We have reviewed the information provided and would to apologize for the inconvenience experienced. Our records show that on 5/21/2014 a credit of $228.11 was given to the VISA on file. Credits typically transfer to VISA within 4-6 hours. VISA 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. Per our records, we show that the credit was sent to Ms. [redacted]’s banking institution on 5/22/2014. I have attached this receipt for your viewing.

Due to the opportunity received we would like to offer our customer a $15 gift card that can be used in any of our store locations which will be mailed to the address provided, if our customer accepts.

We sincerely apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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

Regards,

Review: I went into advance auto parts a couple weeks ago to have them replace my battery that I purchased through them that had a warranty because it kept going dead everyday. They did a quick test outside and said nothing was wrong with the battery. I then was advised by the employee [redacted] to take it to the dealers to have them look at the battery. I did so incurring a $101.65 charge. They tested the battery and said it was a bad battery and needed replacement. They gave me all the test results so I could take the battery back to advance auto parts in Clifton Park NY. Advance auto did replace the battery but now I have this unnecessary expense of $101.65 for the dealer to just tell me that the battery was bad just like I already told Advance Auto Parts. If they had just replaced the battery like I asked in the first place I would of never incurred this charge. Also if the associate [redacted] had not told me to go the dealer I never would of.I called advance auto customer service and they said they would not be able to help me. I believe that advance auto should be responsible for this charge for the bad battery. I have all necessary paperwork from the dealer to prove this.Desired Settlement: I would like Advance Auto Parts to send me a check of $101.65

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 would like to receive a copy of the test from the dealership at our Corporate office showing the battery failure, please have Ms. [redacted] fax this to ###-###-####. Once received we will review and respond with our resolution to this situation.

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 sent the documents that the corporate office asked to send them (copy of the test from the dealership showing the battery failure) by fax on January 7th 2014 and have not heard back from them as of today, 01/14/14. So as of today this is still not resolved.

Business

Response:

Ms.

[redacted],

In

regards to the opportunity Ms. [redacted] has filed, we would like to apologize for

the delay in responding. We have received the fax and due to the inconvenience we

would like to provide our customer with a check in the amount of $101.65 which

will be sent to the mailing address provided and should arrive within the next

5-7 business days.

Thank

you for allowing us to respond.

Consumer

Response:

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

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

Regards,

Review: Purchased a battery for my 2009 Pontiac Vibe and while they were putting the new battery in they did something that blew all my fuses. There were 3 zap-like noises and my horn went off on the car, lost all my interior lights, my radio went out, my brake lights went out, no power steering, and I could no longer switch gears. They took that battery out and replaced it with another and the car would no longer start so they called a mechanic to come look at it. The mechanic fixed most of the fuses that brought the interior lights on and and let the car start, but the radio still wouldn't work, brake lights were still out, and I still couldn't change gears. The last fuse he couldn't fix could only be done at a dealership, so I had to pay $75 to get the car towed there, and $330.32 to get the car fixed along with the $20 I paid the mechanic for repairing the other fuses. Called the 1-800 number for advanced to see what they could do about it and they asked that I speak to the general manager of the store, which I did the next day and he said he didn't know how to file a damage report and the District Manager wouldn't be back for several days. Checked back once later in the week and the manager wasn't there.Desired Settlement: I would like to be reimbursed for the repairs that had to be made. $75 - towing (have receipt), $330.32 for the dealership repairs (have the papers from the dealership), and the $20 for the mechanic repairing the fuses.

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 be able to receive the additional supporting paperwork from the Dealership and mechanic repairs so we may review them and respond with a resolution. Please fax these documents to ###-###-####, attention Revdex.com ID # [redacted]. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

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

Business

Response:

Ms. [redacted], Thank you for allowing us to respond to the opportunity Mr. [redacted] has filed. We have not reviewed the information from the Dealership and mechanic repairs to the fax number provided. Please have our customer fax these documents to ###-###-####, attention Revdex.com ID # [redacted]. Thank you for your help

Business

Response:

Ms. [redacted], thank you for allowing us to respond to this opportunity. We have engaged our insurance company Sedgwick CMS to follow up with our customer for next steps to resolve. They will be contacting our customer ASAP to review the situation and understand the situation fully. We apologize for any inconvenience this may have caused.

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 was told in writing that my order would ship same day it did not order no.[redacted]Desired Settlement: Advanced auto be held to there written word

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. The fuel tank on this online order was

shipped directly from the factory; and due to the factory not being in house,

delivery times can vary. Due to the

opportunity received, we have credited Mr. [redacted] order an additional $30 for

the inconvenience.

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 5/30/2013, I purchased a new Radiator Fan Assembly (left side) for my 2003 Honda Element from Advance Auto Parts in Baton Rouge, LA on Siegen Lane. My order number is [redacted]. On Thursday August 22, 2013 the Radiator Fan Assembly fell apart while I was driving home and damaged my radiator. The nut or bold holding the fan came off and the blade flew into the radiator. I called and told the local Advance Auto Parts manager and explained what happened and he ordered another Radiator Fan Assembly. The next problem was that the part had to be ordered from out of town and I had to rent a car to get my daughter to college the next day. Additionally, the auto part store required that I bring the defective part in for exchange. I did and they exchanged the defective part for a new one at no additional charge but I was told that they could not pay for the car rental bill or damages to my radiator even though they did not dispute the fact that the part was defective.Desired Settlement: I would like to have my auto rental paid for (2 days.... $99.77) and repair to my radiator ($166.25).

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 receive copies of the original installation invoice, as well as the repair/replacement invoice on where the 2nd unit was installed under warranty. Once this information is received we will review and provide a resolution. Unfortunately our warranty does not cover rental charges or retail labor reimbursement, but due to the opportunity received we would like to review and provide a good will gesture towards this situation. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Business

Response:

Ms. [redacted], Thank you for providing us with the information 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 are willing to support $150 towards the installation of the product as a good will gesture due to the inconvenience this has caused our customer. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response 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. Kindly pass on full mailing address to the company. Thanks for all our help. [redacted] Regards,[redacted]

Review: I Purchased rain x wipers in Bridgeton NJ Advance auto parts store which salesman states is eligible for a rebate of 10 dollars when purchased two. The cashier installed wipers and I asked for the packaging for the rebate but he adamantly states I do not need the package, everything is done online. I then applied for rebate and it went through, the same day I got an email that states to print form and mail in package bar codes. I called rebate center and spoke to a man who states his name was "[redacted]" He stated that they all say that and that online is all I needed and that I did not need to print or mail anything. That was Friday Aug 9th, Today Sunday 8/11 I received an e mail stating that my rebate was rejected ... the tracking number is [redacted]. My name is [redacted] and my e mail is [redacted] I think this is false advertising, the register number and store number are all correct. I am dissapointed in advance auto parts.Desired Settlement: I would like the 10 dollar rebate as promised.

Business

Response:

Ms. Wright, Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and have spoken with our Rebate company and it appears the wiper blades purchased were not the correct wipers that qualify for the rebate in question. Although it seems the incorrect part was purchased, due to the inconvenience we would like to offer the customer a $20 Advance Auto Parts Gift card if accepted that may be used at any of our store locations, which will be sent to the address provided within this opportunity. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

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: June of 2012, I visited my local (818 Reading Rd Mason, OH 45040) Advance Auto Parts store to purchase a replacement ATV battery. I had my 7 year old battery to show the clerk what I needed replaced. The clerk gave me a new battery for purchase and charged me for a higher level premium battery. Whether it was intentional or not, I’ll never know. I left the store with a Autocraft 12 Volt Powersport Battery. I unfortunately was charged $79.99 for a premium higher level battery. I should have been charged $56.99. After only a year the Autocraft 12 Volt Powersport Battery died. So I took it back to the store to inquire about this dead battery. The clerk that I spoke with said it should not have died that fast even though it was out of warranty. I explained to her that I wanted a better battery as I don’t want to replace an ATV battery every year. She selected a premium battery for me and told me she would credit the cost of the Autocraft 12 Volt Powersport Battery and apply it to the new premium battery. The price for this new battery was $105.99. She unfortunately was unable to credit the cost of the Autocraft 12 Volt Powersport Battery due to computer issues and recommended I speak with the General Manager – [redacted]. I went ahead and purchased the premium battery. I attempted on two occasions to speak with the GM by visiting the store. The first time he was not working. The second time he was in his car eating lunch and did not want to be bothered. I was taken aback by that as I had always received superb customer service from this store. On one occasion the store clerks helped my wife change a car battery. I was so appreciative since I was out of town. Back to the matter at hand - I did reach the GM by phone and he told me he would look into the situation and call me back. 3 weeks had passed so I called and left 2 messages for the GM to call me. For some reason the GM can’t find the time to follow up on his commitments to call me back. It’s rather insulting that I cant get a call back from the GM. I am surprised that Advance Auto Parts employs people of this character. Due to the lack of response by [redacted], I have to take time to write the Revdex.com, Ohio State Attorney General and Advance Auto Parts corporate office.Desired Settlement: There are really two things going on here. One of which may be illegal – bait/switch/fraud. Secondly the store committing to me they would credit the cost of the Autocraft 12 Volt Powersport Battery towards the cost of the premium battery in which I paid $105.99. All I am looking for is a credit as I was told I would receive by the store clerk of $79.99.

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 asked our General Manager at this store location to contact our customer to speak about this situation further. We have called the customer and are awaiting a return call back to our General Manager, Mark. Our Store Team will be trying to contact the customer again today to understand this situation further and find a 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.

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 this to our General Manager and District Leader over this store. It seems they have made multiple attempts to contact Mr. [redacted] leaving voicemails, and have not received a return call. Our District Leader is willing to provide the money back for the battery as well as providing a new battery at no charge. From the information we have received, this direction has been left on Mr. [redacted]’s voicemail. At our customer’s earliest convenience please have return the calls made so our local store team can resolve this opportunity ASAP. 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 received a merchandise credit for returned merchandise. The store told me I could use it for online or in store purchases. Now I am being told that I can only use it for in store purchases, the problem is I am getting a $25 discount for online purchases. I had the receipt at home for the returned merchandise, but was assured by store personnel that I could use the credit for online purchases as well. I now have an Advance Auto Parts merchandise credit that they will not use online I have been told that if I did not live near a retail store they would take the merchandise credit for online purchases. Nowhere on the card does it state "IN STORE USE ONLY".Desired Settlement: I would hope Advance Auto Parts would honor the merchandise credit for my online purchase or give me the cash back for the unusable merchandise credit. The credit is $26.26

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 currently cannot accept Advance Auto Parts gift or merchandise cards for online purchases. We plan to add this payment method in the near future; however, in the meantime, our merchandise cards can be used for purchases at any of our stores. We would like to send our customer a check in the amount of the merchandise card, $26.26, and do apologize for any misinformation our customer received regarding the use of our cards. We will send the check to the address on file. Please allow 7-10 business days for processing and shipping. Our customer can still use the merchandise card at any of our in-store locations.

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 received the check.

Regards,

Review: I purchased a car battery from advance auto parts 2 years ago. The car battery I purchased was a 3 year replacement battery. Advanced auto parts will not honor there products, I spoke to there customer NO service department and there resolution was to tell me I am out of luck. I have owned my truck since it was new this is the 3rd replacement I have made, 1 was manufacturer, 2 purchases from advance. I can guarantee I will never shop there again and anything I have purchased within the last 90 days will be returned promptly. I can say only one thing about this company, they are not trustworthy, be wary about shopping with disreputable companies. Desired Settlement: Refund my money,

Business

Response:

Thank you for allowing us to respond. We would like to apologize for any opportunities our customer has experienced. To assist further we would need to obtain the receipt from the battery purchase and also the store location from where this part was purchased. Once we have this information we will review and respond ASAP as to how we can resolve.

Thank you,

Review: On March 15, 2015 I purchased a battery from Advanced Auto parts on line and picked the battery up at Advance auto parts in [redacted]. Since the day a purchased the battery, it has failed numerous times. I brought the battery back to the store and they kept telling me the battery was good. The last two times I brought the battery back were 2/26/2016 and 03/19/2016. On 2/26/2016 they told me the battery was good and I took the battery and left the store. The battery failed again. (BATTERY STILL UNDER WARRANTY). I took the battery back to The [redacted] location on 03/19/2016. They originally told me the battery was good and gave me the battery back. I asked them to charge the battery. They told me four hours and they will call me when done. No call back. I call them 5 hours later. they told me another 20 minutes. No call back. I call them again and they tell me the battery is no good and is now out of warranty. They told me to call [redacted] because the battery was purchased on line. I called the number and was on the phone with them for hours. They told me they had to contact corporate and would call me back within a half an hour. After a hour with no call back I called again. The person told me that corporate has denied the claim. I asked to speak to a supervisor. The supervisor said he would try to resolve the issue with the store. Supervisors response stated the employee at store was very rude to him and he could not resolve the problem. Supervisor also told me corporate was not open and to call back on Monday to pursue the problem. This experience has been a complete run around. Please help me or put this out there for other customers to see the problems with advance auto parts.Desired Settlement: At this point I would just like a refund so I could go elsewhere to replace my battery.

Business

Response:

Thank you for providing us with the opportunity to address the

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

customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to

apologize for the inconvenience caused to our customer. We are mailing a refund check in the amount of

$103.78 to the address provided. Mr.

[redacted] can be expecting the check in 7-10 business days.

Our promise is to provide superior customer service and offer high

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

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

us know.

Consumer

Response:

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

Regards,

Review: We bought [redacted] Ujoints from Advance and within 6 mos they went bad. When it went out it damaged the tail shaft and tail shaft housing. We returned the ujoints to Advanced and they replaced them with 2 new ujoints. The truck was at [redacted]. We were told to get the truck fixed, give [redacted] all broken parts, pictures and reciepts for repairs, no worries it would be taken care of. After months of phone calls and visits to store, Eventually all the parts and pics and receipts dissappeared. [redacted] has no record of ever having a claim filed. Store manager has now changed and we were told there is nothing that can be done. We paid to fix the truck. Now after a year and 1/2 same thing has happened but it only damaged the transfer case and tail shaft housing (as far as we can see....needs to see a repair facility) We called [redacted] and they said we have to do this through the store so they can file a claim for lifetime warranty.We called the store and they said there is no record of the purchase. But they did see the defect return.We called the store at the north end and they said they could not find the purchase at all.We called corporate who said we had to go through the store. They were going to contact the store to make sure this was taken care of. Noone ever contacted us regarding the call to corporate.We called the store, they referred it to the area sales rep.The area sales rep referred it to the district manager.The district manager said the only thing he is able to do it replace the u-joints on the Lifetime warranty and give us the Transmission fluid and transfer case fluid at cost. He was supposed to get back with us....it's been 2 weeks.I have a job. I am borrowing a friends car because this company won't live up it's warranty and an obvious issue with Ujoints. I need to be able to go to work. We paid the first time the U joints failed after being promised it would be taken care of. Now we are here again same part, same problem, same store, same response.

Product_Or_Service: [redacted] Universal joints

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

I want Advanced to pay to fix my truck. I want to choose the repair facility. I want All new parts, not through Advanced Auto Parts. I want All original OEM from Chevy. The last repair cost us over $1300 plus time lost from not having our truck for our business. I'm trying to avoid legal fees but for a truck worth $10,000, $1300 in first repair, est. $3000 in second repair all due to 2 faulty Ujoints with Lifetime warranty on them ...I will take

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 able to find claim #[redacted] from May 2013. Our customer’s claim was denied after being inspected by the manufacture. The manufacture states that the reason for failure is related to improper installation. Please see the attached document for further details.

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: The company assured my wife after waiting for over an hour that her battery should work fine. The battery was clearly under warranty but they said this is how their policy worked. The battery died again shortly after leaving the store. They refused to take responsibility for anything and would offer nothing other than coming back to the store and running further tests. They have no respect for people's time. I wanted them to deliver the part to our house since they do have delivery vehicles on site but they said liability issues would not allow them to. I think this was awful customer service and even the corporate office representive did nothing as well.

Product_Or_Service: Car batteryDesired Settlement: DesiredSettlementID: Delivery

Battery delivered and refunded.

Business

Response:

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

We would like to apologize for the inconvenience our customer has experienced. We have searched our records and located the information from when Mr. [redacted] contacted our Customer Care Department. We reached out to the General and District Managers over his area, and have been informed by the District Manager that our customer’s wife has returned to the store and received a new battery.

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

Consumer

Response:

I have reviewed the response 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 store managers response was that he called me and asked me how he could make this right. I told him I wanted a refund for the battery. In total, wee pasted about 3 hours of our time due to their neglect and policies. I think that is a reasonable request. He then told me he would call me back and never did. His name was [redacted]. Hope that helps. Thanks [redacted]

Review: I have already sent this to the company and they have not responded. As a long time customer I have quite an issue. I will explain and hopefully we can work together to resolve it.

I purchased 2 axles on 9/28/14 online and had them shipped to me (my order number was[redacted]). I received them and installed them the 2nd week of October 2014.

On November 6, 2014 I was doing going home from work at 2:30 AM. All of a sudden my passenger axle broke (while I was driving). Fortunately my co-worker was right behind me and she assisted me in getting my car off the road and taking me home. At this point I was irratated to say the least. I just put these axles on. The next day I had to work so I was unable to fix my car myself; I had to pay someone $200 to come out and fix it for me. (Advance did replace the broken axel with a new one, but a different brand).

I'm angry but other than some inconvenience and if course $200 nothing major happened and I was not hurt.

On Super Bowl Sunday (2/1/2015) I went to my local [redacted] at about 8PM. When I got into my car in the parking lot I put my car in gear and when I went to leave my drivers side axle broke..not only did the axle break but because of the break it caused my lower ball joint to snap and my car came down on my tire and bent up my fender. This time I'm stranded with my 10 year old son in the cold. I'm furious at this point.

The next day it was sleeting and I had to go to Advanced, get another axle (again they replaced it with a different brand) and a ball joint and fix my car in the sleet. Now while fixing my car yet again I had to remove the hub to take it somewhere to have the ball joint pressed in because I was in a parking lot not my garage.

If only 1 of the axles had broken I would not have really thought much. However both axles broke within 4 months of installation causing me to spend $300 in parts and labor. In addition, my drivers side fender now must be fixed/replaced due to the second axle causing my ball joint to fail and my car coming down on the tire.

I have all my receipts, eye witnesses and pictures of the damage.Desired Settlement: I want my fender fixed and I would like the cost for labor, the cost of having someone press in the ball joint and the cost of the new ball joint refunded.

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 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. Our warranty is limited to part replacement if the product fails; it does not cover labor costs or incidental, indirect, special or consequential damages. However, due to the opportunity received, we would like Ms. [redacted] to fax a copy of her installation and repair invoices to ###-###-####. Once the invoices are received, we will be happy to review them and respond with a resolution.

In regard to a refund for the ball joint, Part #[redacted], our records indicate this was refunded on 2/4/15.

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.