Advance Auto Parts

Review: I purchased a motorcycle battery about 100 days ago. When the battery was bout 60 days old the battery went dead. Since I don't ride daily, mostly weekends, I recharged the battery with a slow charge. Several days latter the battery was dead again. I returned the battery and the manager insisted on charged it for 72 hours which caused me to miss riding that weekend. I was told the battery was fine. About two weeks later I once again had a dead battery. I took the battery back asking for a replacement and was denied and told once again they needed to charge it all weekend! I was told the battery is fine. I put the battery in and took the cycle to my mechanic. He informed that that my regulator was shorted most likely a result of the bad battery. I return the battery for the fourth or fifth time demanding a new battery and was now told the battery was indeed bad but was out of warranty by one day. I have replaced my regulator for $200 as well as having to buy a new battery. My mechanic has serviced cycles for me for many years and believes the bad battery was a direct result of shorting out my regulator. As a direct result of their failure to honor the warranty it has cost me about $350 of money and half the summer missed riding. Corporate was of no use nor the manager "[redacted]"Desired Settlement: I want my money back in full as well as the money spent for the needless repairs. ($350 total)

Business

Response:

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

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

Thank you for your time,

Review: I placed a order on line no limits used promo code but now told no good, [redacted] code I used $25 off planned on O2 Sensor, now 3 days waited, now unhonor

I had order enough parts specifically to meet the $50.00 needed to use the [redacted] code and it said it was new code in basket, and I did write them 3 days before having my son pick it up as its a 2 hours drive for myself, I trying to help kid at [redacted] get his car running and figured we get some things and then use the $25 off to get O2 Sensor the store where we got order said the part was bad and they had a [redacted] unit that seem to work, now after the fact unlike before when I was told to wait, I am told the offer is no good even though it showed in my box as a ad on when I placed the order as you have to specifically type in believe it was [redacted] in coupon code area.Desired Settlement: I just like to gotten what I talked to them since day one about doing using this coupon to buy something else needed for this kids car, then was anything said day one about this no, or day two no, day 3 no, so had [redacted] pick up parts and have code on his car checked, Ok need a O2 sensor oh we can use the coupon it said I get for this, did something not take on order as typed it in and it said and when I been writing earlier no one noted a issue before I picked it up or would of made it right had

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 after further research we have found that this opportunity has been resolved by our ecommerce team with Mr. [redacted]. It appears after looking at the order the promo code was not keyed within the order. A $50 Gift Card was issued to our customer as a good will gesture due to the inconvenience our customer had with placing this order

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

Review: I wanted to make a purchase online but needed to use my gift card for $21. The product price was $48 online. Advance does not allow use of their gift card online. when I tried to purchase the product at the store I was told they could not honor the $48 online price even though it was from their own company. I would need to pay $68 for the product at the store in order to use my gift card.

I had an online Chat session with a customer service representative from Advance auto parts, he confirmed this policy and could not use my gift card nor have the price reduced at the store. it seems like an unfair business practice to charge more for a product in order for a customer to use a Gift card that was paid for already.Desired Settlement: since I have already purchsed the part I would like my gift card of $21 refunded to me in cash. Advance should consider making their online and store policies more conusmer freindly.

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 want to apologize for the inconvenience

our customer has received. Unfortunately, Advance Auto Parts gift cards are

only available to be used on in store purchases and we are working towards

enhancements in our system. Due

to the inconvenience we would like to provide our customer with a check in the

amount of $21.00 which will be sent to the

address on file.

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: In regards to online ordering for in-store pick up, on a few occassions I've noticed that when I've added an item to the shopping cart, the price would increase when I'm ready to check out. I've enclosed an example screenshots before adding the item and after adding it with a discount code. I've noticed this a few times in the past. This example is for the "Wearever MKD866" brake pads for $19.99. It increased to $20.99. You'll also notice that the price for the better quality pad increased by $2.00. The price increased within a matter of minutes. Not days or weeks. I am writing this a day after this incident. I checked back on the site and the price mysteriously went back to the original $19.99 price. Another concern is that items purchased with a discount code on occassion are more than in-store.Desired Settlement: I am asking the company to stop this practice and keep online prices in line with in store pricing. I order online for the convenience of ordering the right part and less time waiting in the store. Quick note about myself.I have 30 years of automotive repair experience.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Ms. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and after further research we are able to provide the following information from our Ecommerce Team. The change in price is attributed to three main factor’s. · Zone Pricing · Customer’s computer cache · Store items in cart Zone pricing can vary depending on which store our customer chooses to pick up the part at, each store area has their own pricing to ensure we provide the best prices versus our competitors. The customer’s cache within their computer can store old pricing data depending on which browser they use and items stored in the cart can reflect the old price until the customer opts to check out. Also in regards to the store having a cheaper price, our system is set up to match the price when the store team processes the order for pick up. Due to the inconvenience this has caused we would like to issue Ms. [redacted] a $25 Advance Auto Parts Gift Card, that may be used at any of our store locations mailed to the address provided within 7-10 business days. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Review: Advance Auto has a highly visible sign in its parking lot advertising free battery installation. There is nothing on the sign in the parking lot that indicates any qualifications.

I needed a new battery and went to Advance Auto because I had seen the sign advertising free installation of the battery. I went to the counter and told the attendant that I needed to purchase a battery for a 2001 New Beetle. He entered information into the computer and told me that they had the battery in stock. He asked if I would like the free installation and I said that I would. We went to my car and he brought his tools. When I lifted the hood, he expressed concern that the location of the battery was different that other cars. He went inside and returned, telling me that the "had bad news for me," that they could not install the battery. His manager came out with him. When I asked about the sign in the parking lot, the manager told me that there was a sign on the front of the store that indicated that the free installation was for "most model and at most locations." I asked if the sign in the parking lot also had that disclaimer and he acknowledged that it did not. I told him that I thought it was false advertising, that I had relied on the sign in the parking lot to make the purchase. He told me that I could go to the E[redacted] Change across the parking lot and they would install it. I went there and spent an additional $57 to have the battery installed. After having the battery installed, I returned to the Advance Auto store and read the sign on the front of the building. It is equally deceptive, with "free installation" in large block letters and a disclaimer in very small print at the bottom. But really, as I told the manager, should it be my responsibility to read the sign on the front of the building to see if it is consistent with the advertisement in the parking lot? Is it my responsibility to see if the store is lying to me?Desired Settlement: I believe that the sign in the parking lot constitutes false advertising. Furthermore, I believe that, if there is in fact a company-wide ban on installation of batteries in Beetles, there should be notice to the salespeople, who should advise customers before they make a purchase. I would like for other Beetle owners not to have to have the same experience I had. And I believe that, because Advance Auto represented to me (on the sign in the parking lot) that my battery would be installed free of charge, they should reimburse me for the cost of installation.

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 we show the battery installation for a 2001 VW Beetle takes more time than a normal battery installation. We do have signs indicating that the free services we offer are for most vehicles and most locations.

It does appear that our store team assisted the customer with finding a mechanic to do the installation of the battery to try and assist our customer as best we could. For the inconvenience, we would like the customer to fax in their labor invoice to ###-###-####, so that we can review and see what we can do to assist. Please reference Revdex.com ID# [redacted].

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.

Thank you for your call regarding the complaint I filed against Advance Auto. I did receive their proposal and I plan to fax them the labor invoice. I do not have a fax machine in my office and need to travel to a UPS store or similar establishment to fax the documentation. I hope to do that tomorrow.

Business

Response:

Ms.

[redacted],

In

regards to the opportunity that Mr. [redacted] has filed, we have reviewed the

information provided and would like to offer our customer a check in the amount

of $57.00 which will be sent as a goodwill gesture. Our customer should receive

the check within 5-7 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: on February 02 2016 I placed an order on advanceautoparts.com. after a few days I got part of my order then after another day or two I got some more of it. I was still missing some parts so I called customer service and they claimed my order was coming direct from the factory and they gave me a tracking number which turned out to be one of the packages I have already received. I have been unable to contact them after many attempts and long periods of time on hold. I even tried the live chat potion of the website. All contact methods state they are too overwhelmed with call to take mine. I even tried to leave a message on the automated system as the system suggested after a long waiting period. It keep telling me that the mail box is full. I live on a farm. These parts are for a trailer that we desperately need and have needed many times in the last month That I have been waiting. I ordered these parts because we needed them and every day that goes by without this equipment is money and time lost.Desired Settlement: I want them to refund the cost of the bearings I ordered and never received. If they If are not going to send the parts or a refund in a reasonable amount of time I will also seek leagle representation for compensation of the downtime of the equipment.

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 issuing a refund of the four bearings

sent from the factory on this order. He

can be expecting that refund back to his purchasing Visa in 1-5 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: I selected an item from a list of parts and attempted to purchase it. Advance auto parts has multiple discount offers that state all orders. I placed the items in my cart and was notified that the discounts had been applied and would be applied at check out. When I went to check out the advertised and applied discount were not applied I called Advance auto parts to inquire why I was told the discount would not be applied because the item was on sale. [redacted] told me if I brought the item up individually by itself there is a notification that the brake cleaner did not qualify for any promotions. That is correct, but when I chose it from a list it did not.

I asked [redacted] to honor their websites advertisement that was a discount on ALL ORDERS and he refused. I told him I believe in honesty in advertising and would be filing a Revdex.com complaint. His arrogant response was go ahead they come to me anyway. When I logged back on to Advance Auto parts I was given another new "EXCLUSIVE DISCOUNT CODE" that was unusable.Desired Settlement: I do not want a dime from Advance Auto Parts. I want them to stop advertising discounts as being good and applied only to be refused when a customer tries to use them. It is bad business and plain old dis-honest.

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 were able to honor a discount code in

addition to the sale price of the brake clean on a recent online order that we

were happy to place for him.

Our promise is to provide superior customer service and offer high

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

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

us know.

Consumer

Response:

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

Regards,

Review: On 12/01/2015 I purchased new rotors for my 2010 Nissan Sentra 2.0 SR vehicle. The rotors are already warped (damaged / defective). Upon purchasing the items I was advised that these were good rotors when they are totally not. I now have to pay labor again to have rities removed and replaced again which I do not find fair at all, even with warranty exchange I pose time being that I am an [redacted] driver.

Upon calling over the phone to speak with someone at Adavnce Auto Parts Headquarters I was advise that someone will reach out to me, well no one has called me back at all. Therefore I called back again and was then told no complaint was submitted so had to explain my self again and told you will et a call. Here we are more than 3-4 weeks later and still no call. Advance Auto Parts is causing time and money due to its failure of poor product and being mislead by representatives.

Even in a store I was told to call customer service so I can be help for warranty this is totally ridiculous.

I no longer believe and Advance Auto Parts service and parts due to its customer service and poor quality of parts. This is a harendous experience and will also close commercial account that I specifically opened with the second company that I work for.Desired Settlement: I demand that Advance Auto Parts replace damage defective rotors, pay for labor to replace rotors since it is unfair for me to pay labor twice in less than 2-3 months and DEMAND a full refund. Never will I do business with Advance Auto Parts again.

Business

Response:

Thank

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

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

to meet your expectations.

We

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

purchase so we can better review his request, and take it for consideration. We were unable to find proof of purchase

based on the order number he provided.

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:

Attached is a copy of proof (RECEIPT) for purchase made of rotors. I demand thT this issue be resolved immediately, as an [redacted] driver I must make sure that my vehicle is running properly to meet or exceed customers rides are smooth. I have not been able to meet that standard due to Advance Auto Parts selling defective and poor parts. Should there not be a fast and smooth resolution with this issue, As the Purchasing Director for the company I work for during the day, I Also Will be removing Advance Auto Parts from companies preferred vendor list and terminate commercial account for our maintanence fleet department. I will no longer choose to Advance Auto Parts for auto parts due to its poor quality and terrible customer service specially in its stores.

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

Regards,

Business

Response:

In

regards to the complaint that Mr. [redacted] has filed we would like to respond

further. Due to the opportunity

received, we will issue a full refund of online order [redacted] for

$66.75 back to his purchasing [redacted] card.

As previously explained, our warranty is for parts replacement only;

however if Mr. [redacted] wants to send in both the original and 2nd

labor invoices from his rotor installations, we will be happy to review those

documents.

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: We purchased an Engine from Advance Auto in October of 2012, first engine was installed by a gm repair shop [redacted] , the engine was bad from day one , the mechanic had repeatedly contacted the warranty department several times he did all the adjustments they wanted him to do, it was still the same till the mechanic gave up, I gi all found another repeatable mechanic locally that diagnosed the engine and said it was bad , we got another engine in and still bad so another one was switched out again I paid for 2 Labors that cost me the first time 820.00 with fluids and tax, and the 2nd labor which was 642.00 , the warranty states for each occurance up to 600 is reemburrsed for labor, I should have recieved 1200 they only gave me 600. I have a statement from my mechanic each Engine was not good. Advance auto is declining my other 600 , I have spent so much money on this engine repair and replacement behind measures I have a disabled husband and son that have to see Doctors monthly I had to rent a car for 6 weeks never got reimbursed, which cost me well over 600 dollars, and other expenses and wait time for our truck, I'm asking for my reimbursement pleaseDesired Settlement: I would like my refund on labor cost and fluids, , Advance Auto has treated me very unfair on this Engine I would also like. A year extension on the warranty since we have had to deal with this same problem for 3 years thank you

Business

Response:

Thank you for providing us with the opportunity to address the

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

customers and we will strive to meet your expectations.

We have reviewed the information provided and would like to

apologize for the inconvenience caused to our customer. We have researched the claims filed for Mrs.

[redacted] and our records indicate that two out of the three claims were denied

by the manufacturer as not being defective due to a defect in [redacted]ship. It is up to the manufacturer to make this decision,

thus determining the outcome of the claim.

Without their approval, we are unable to offer any further

reimbursement. We are also unable to

extend the warranty, as that is set by the manufacturer as well, and there is

no way to adjust the time left in the warranty.

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.

I'm forwarding you a copy of our mechanic that installed the last 2 engines..I feel the Manufacture is not being fair it's not our fault..I have 2 disabled people here including myself we depend on our 1 vehical to assist us with medical transportation..please take this into consideration thank you

Business

Response:

We reviewed the claims that our customer filed. Both of the claims were denied as not being a manufacturer's defect. It appears one of the engines was in service

for 931 days. Both claims were denied

for abnormal combustion. This can be

caused by timing, fuel quality, air delivery system and vehicle issues. Unfortunately, we are unable to override

their decision, as our warranty policy only covers defects in workmanship. The manufacturer's inspection team has determined that this is not the case for these two engines.

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,

Business

Response:

We have spoken with the Warranty Claims Department multiple times regarding Mrs. [redacted]'s claims. Unfortunately, we are unable to offer any labor reimbursement outside of what the vendor offers based upon their inspection. As the manufacturer has deemed these two claims to be due to other factors, and not a manufacturing defect, we are unable to offer Mrs. [redacted] the labor reimbursement she is seeking.

Worst customer service of the major auto parts stores. I went in to my local advance on Saturday to pick up oil and an oil filter. They had a special for 5 quarts of fully synthetic oil and a K&N oil filter for $29.99. Great. Well they did not have my oil filter (2011 5.0 F-150) so I asked the salesman if I could substitute for a different/cheaper brand filter. I was told no, however he would look and see if there were any in stock (there wasn't), so I proceeded to get the cheapest filter and the synthetic oil because I figure $29.99 is still a pretty good deal for 5 quarts of oil. He went to ring me up, and wanted to charge me $36.99 for JUST THE OIL. How is it that you expect your customer to pay an additional $7.00 for just the oil because you didn't have the filter I need in stock? You wanted to charge me more money for less product, when the oil was supposed to be on sale. He could have taken any K&N filter and rang it up to get the sales price and then proceeded to throw it away for all I care, but the salesman wouldn't do that.

On top of all that, the salesman had to ask me "is it a ford" after I told him it was for an F-150. Completely Incompetent. I'll gladly drive the extra 10 minutes to go to the other chain auto parts store before I ever step foot in another advance. By the way, the store in question is the Advance in Sinking Spring PA

Review: Guy names "[redacted]" installed a new car battery into my car and switched the polarities resulting in some of my electronics becoming inoperable. Today on December the 10th I was driving to work two days after the install and out of no where my car started shutting down systematically and almost caused my car to die luckily I just made it to work. This all stems from the install of the wrong battery and the frying of my fuseable link on the positive connector of my 2005 Mitsubishi galant. The guy names [redacted] said he was a manager and he was sorry but also just sort of sent me on my way to go get it fixed myself. Now I am forced to have it towed to a dealer and for them to run diagnostics on the car which is going to cost me overall more than the dang battery I bought. in no way should I be liable for this repair cost and damages. I'm am furius and depressed at the same time because I don't know how much this repair is going to cost.Desired Settlement: I'd really love to be reimbursed for the towing and repair. It's the holiday season and I have to get back and fourth to work. I'm praying I can get it fixed today at least.

Consumer

Response:

This was the store in [redacted] ...[redacted]This is where the Associate named [redacted] installed my battery. The time was around 3:30pm Monday the 8th 2014 of December.

Business

Response:

We apologize for the delay in responding. Is it possible for our customer to send us any repair bills related to the battery installation? Once received we will speak with the store team to gain more insight and provide an update ASAP.

thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory. They already payed my repair bill before Revdex.com has responded thank you!

Review: I purchased a fuel pump relay for my Acura Vigo 1994, went back to work, matches the old part with the one I purchased at the store [redacted] I realized the new part does not match at all.

I spoke to store Manager [redacted] , she was very rude, I tried to explain to her the part I purchased does not match, she tried to get the bracket of my old part and install it to another part that is not even the make and model of my vehicle.

I asked her politely since my part is not availableto refund my money, this part is not going to fit in my car, she ignored me and did not want to assist me until she take care of the other customer that was after me, the customer told the manager he was before me, you go ahead and assist him.

This is a very poor customer service , I have been in customer service and auto industry over 20 years, I will never treat a loyal customer like me this way , I have been a loyal customer over 10 years.Desired Settlement: I would like to get an apology from the Manager herself [redacted] Her behavior and poor customer service was not acceptable.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience our customer has experienced. The General Manager, [redacted], for the store in question has attempted to contact Mr. [redacted]; however, in doing so she reached his voicemail. The General Manager, [redacted], did inform us that she has offered an apology to Mr. [redacted] and has asked that Mr. [redacted] to call her back directly or stop by the store to speak further about his concern. [redacted] will also be providing him with a 15% off card as a goodwill gesture for the inconvenience he incurred.

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 purchased a new engine on july 26th 2013 installed it my self. After 700 miles the engine blew. Advance auto sent a new engine & I also purchased a new transmission. Both engine and transmission arrived I decided to have a local shop install them. Received a call from the shop to pick up van saying all work is completed. I pay the shop, sign the bill grab the keys start it up and the engine is knocking. I then contact advance auto tell them the problem. The sales people & store manager listen then have me return it to the shop. After the shop did some test they say the engine is bad. Engine #3 is sent I told advance auto & the shop I will not pay twice for labor. Advance auto told me they would take care of it the shop tells me not to worry. No labor documents are signed by me. Yesterday I pick up my van and I had to sign a mechanics lien to get my van. Total $1000 for labor. Advance auto warranty department says they will only pay $600 not even enough for the labor.Desired Settlement: I would like advance auto warranty department to cover the bill to the shop.I feel like this is too much of a burden to pass to the customer.

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 three claims have been filed. The first claim, for serial [redacted], was approved by the manufacture. A check was sent out on 4/30/2014 in the amount of $300, which is the maximum amount we would pay for labor on a self-install.

The second claim, for serial [redacted], was started on 3/25/2014 at a non-licensed repair facility. The labor for this claim is pending manufacture inspection. Due to our customer’s urgency in needing a vehicle for business purposes we have also completed a third replacement as a goodwill gesture.

According to our warranty policy, which our customer signed, we will need to wait on the second unit to arrive at the manufacture for inspection before any additional labor is approved.

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

Consumer

Response:

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

Regards,

I installed engine # 1. Engine #2 install is a certified mechanic he said that advance auto warranty department told him to bill me for a kill test! Yeah right. Now engine # 3 sounds bad I have it all on video. I'm the customer and will not pay for any labor. I have spent over 5k on the last year there to be treated like this? Starting to think I want all my money back.

Business

Response:

In regards to the opportunity Mr. [redacted] has filed we would like to respond further. Our Senior Warranty Analyst, [redacted], has reached out to Mr. [redacted] and spoken to him regarding the opportunity and what we are able to do to resolve. Due to the opportunity received, I would like to provide a recap of their conversation

We have provided our customer with three engines, one of which was out of customer satisfaction. The labor details were reviewed on our call with Mr. [redacted] and it was explained that labor is always based on manufactures inspection, as explained in our warranty document signed by Mr. [redacted]. The typical timeframe for labor consideration is normally 6-8 weeks from the date the alleged defect is shipped from the store.

We would need to have the last engine in the store before any of the following can be offered per Advance Auto Parts refund policies and procedures. As a final offer, Advance Auto Parts would be able to the Refund of the original purchase price of the engine plus core funds. Advance Auto Parts is willing to offer Labor upfront on the second engine at the maximum payment of $600.00. In addition, we would set the third claim up to allow labor consideration based on manufacture inspection. The labor rate would be at $50 per hour up to 600 maximum based on factory findings on the 3rd engine.

Engine DWC4- $1849.00

Engine Core- $310.00

Tax on transaction-$129.54

Labor on the second engine serial [redacted] at the maximum payment of $600.00

Total-$2888.54

If the third engine is approved through the vendor inspection we would approve another $600.00.

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 can not take this offer due to the fact that I would still be in debt on the second install & engine # 3 is bad. It would cost another thousand for that. Just want what I already paid for & advance auto to stand by there product they are selling.

Regards,

Consumer

Response:

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

The transmission was purchased in February 13th 2014 & installed at dray auto same time as engine # 2. I have had problems with it shifting correctly every since installed. If I'm going to return the engine then I would like to return that as well. The store is aware of the shifting problem. I don't want any products from advance auto. After all the problems I have had. I would like to return all the parts from advance auto. But the engine and transmission are major purchases so I would like a refund on both please.

Regards,

Business

Response:

In regards to the opportunity Mr. [redacted] has filed we would like to respond further.

We are unable to find an open claim within our system or with the vendor on the transmission in question. Our refund policy is 90 days from the original date of purchase. Since the transmission was purchased on 2/13/2014 we are unable to issue a refund. We are still willing to assist with our last and final offer which is listed below:

We would need to have the last engine in the store before any of the following can be offered per Advance Auto Parts refund policies and procedures. As a final offer, Advance Auto Parts would be able to off the Refund of the original purchase price of the engine plus core funds. Advance Auto Parts is willing to offer Labor upfront on the second engine at the maximum payment of $600.00. In addition, we would set the third claim up to allow labor consideration based on manufacture inspection. The labor rate would be at $50 per hour up to 600 maximum based on factory findings on the 3rd engine.

Engine [redacted] $1849.00

Engine Core- $310.00

Tax on transaction-$129.54

Labor on the second engine serial [redacted] at the maximum payment of $600.00

Total-$2888.54

If the third engine is approved through the vendor inspection we would approve another $600.00.

Review: I purchased a new battery from the store on 11/18/13 that was installed by one of the employees of the store however he hooked the battery cables to the wrong posts and then retried it 3x more. This incident damaged my computer/electrical systems in my vehicle. Initially I noticed all the lights on the dash were on and the heat didn't work anymore. The employee tried to convince me to leave and the lights will eventually go off. I refused and insisted that someone else take a look at the hookup. The following morning, my vehicle was towed at my expense, thanks to my road side assistance, to the dealership where it was discovered that this erroneous hookup did a lot of damage not only to my computers/electrical systems which includes the radio but also the heating elements in the front seats. Myself and the dealer were having such a struggle/dispute getting the repairs paid by the store that the dealer opted to use my Factory Warranty to cover some of the parts/expenses just so they wouldn't have to speak to the local manager who was so rude that the dealer just couldn't tolerate her any longer. Some repairs were done but unfortunately there was t[redacted]ery involved when getting the payment for my radio which is an Inifinity System with Navigation/DVD,fairly expensive, which had to be turned in to their insurance company for approval/payment. The District Manager advised me that as soon as this was approved I would be getting the payment. On several occasions while my vehicle was in the shop being repaired I was told by the local manager that I had to turn my rental in because they were not gonna continue to pay for it. This was stated to me by the local manager every other day and it became very stressful. The rental was turned in and the dealer provided me with a car to drive until they finished the repairs. A month later l received a phone call from the local manager to come to the local store to pick up the check for the radio repair however when I arrived I was confronted with a letter of release of liability to sign before I could get the check. I stated that I wasn't going to sign the release because all the repairs were not complete on my vehicle and it was still in the shop at the dealers' at that time. The local manager told me that if I didn't sign I wasn't getting the check. To this date I haven't heard from them, haven't received payment and I am still without my radio. I went to this store straight from work to make a simple battery purchase and have it installed and it has consumed most of my time trying to get my 40,000 luxury vehicle back to where it was before I pulled up at their store. I have made calls to the District Manager, local manager, and sent correspondence to the corporate office to no avail and since the incident, I have had other problems with my vehicle stemming from this mishap in which the dealer has covered once again under my Factory Warranty...Desired Settlement: I would like a check mailed to my address for the full amount due to replace my [redacted] System w/Navigation and DVD that they ruined when the battery was installed incorrectly at their store.

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 it seems that the Division Leader

[redacted], over our customer’s local store, has contacted Ms. [redacted] and resolved

her opportunity. Per [redacted], there is a check in the amount of $899.90 waiting at

the store for our customer. In order for

us to release this check we would need Ms. [redacted] to sign a Release of Liability

for the repairs. As soon as this document is signed we would be happy to provide

these funds to Ms. [redacted].

Our promise is to provide superior

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

for allowing us to respond.

Consumer

Response:

I have reviewed the response 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 amount of the check was never communicated to me. I do know that the cost to replace is $2400.00 and a cost to ATTEMPT to repair must be this lower stated amount. I understand that a release is standard practive however, the radio repair is not completed and I should not be required to sign a release until ALL matters have been SATISFACTORILY resolved and this was stated to Advance Auto on 12/23/2013. I certainly don't believe that Advance Auto would sign my release of liability before all matters were completed if the shoe were on the other foot, so why would Advance Auto require me to do so. I will be more than happy to sign a release of liability once this repair is successfully completed. I don't wanna prolong this process no longer that it has already been. I want this process over and the dealings with Advance Auto over as quickly as possible.

Regards,

Business

Response:

Ms.

[redacted],

In

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

We have spoken to the Division Leader over the stores in our customer’s local

area and determined that, due to the opportunity received, we will issue the

check to Ms. [redacted] without requiring her to sign a release of liability. Please

let us know if we can help 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.

Although this decision has been made and it will allow the work to be performed before signing off on a Release of Liability there is another concern that wasn't addressed in the response. Unless there is a different amount on the check at the store there will have to be either a supplemental check sent or an agreement to allow the Dealership to bill Advance Auto Parts directly for the taxes. To my understanding those prices on the estimate excluded the taxes.

Regards,

Business

Response:

Ms. [redacted],

In regards to the complaint that Ms. [redacted] has filed we would like to respond further. The check offered to Ms. [redacted] is the total provided to us concerning the replacement of the radio which was not covered under warranty. This is the only estimate we have received. If another estimate has been provided from the dealership please have Ms. [redacted] fax it to ###-###-#### and we would be happy to look it over.

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 obtained a new estimate for clarity and yes the radio had just run out of warranty at the time this incident occurred and was unable to be replaced under warranty like the other parts that were covered under factory warranty. I picked this up 5/2/2014 from the Dealer. Apparently, the prior estimate from 12/2013 was a rough estimate which excluded labor & taxes. The estimate provided to me on 5/2/2014 contains parts, labor, and taxes. I was advised by the Dealer that the prices of the radio system as well as labor charges have increased slightly since the last estimate was given in 2013 and... if this process is prolonged further it is very likely that prices will increase again due to rarity/availibility of this radio system. The Dealer also states that if there are further questions about the estimate dated 5/2/2014, the Service Advisor notated on the estimate can be contacted.

New Replacement Estimate attached & faxed.

Regards,

Business

Response:

Ms. [redacted],

A check in the amount of $2314.34 is being sent to Ms. [redacted]’s local store on Nameoki Rd. This check plus the check for $899.90, which is already at the store, is enough to cover the amount of repairs, based on the invoice faxed. Ms. [redacted] will need to go her local store and sign the release of liability in order to pick up the checks. Please let me know if there is anything else I can help with.

Thank you for allowing us to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Because of my prior experience with the Managers at the local store, I would like to have some conditions clearly stated before I take the journey to pick up the checks and sign the Release of Liability. I would like for the managers in the store to know what process needs to be done, in detail, for this to convene.

I will need to physically see the checks both for 899.90 & 2314.34 before the Release of Liability is presented for signing.

I would like to be able to read the Release of Liability before signing.

I would like to receive a copy of the signed Release of Liability for my records.

I will wait for the business to perform/take action and meet the above conditions, if it does, I will consider this complaint resolved.

Regards,

Review: Car battery will not hold a charge and is 13 months old. Took it back to the place of purchase and the employee told me that the battery is good. I ask; the battery is good? He replied yes. I told him that I would take the battery somewhere else and have it checked and if they tell me that it is good then we have a problem. He then told me that the battery had low voltage. I ask; what is the voltage? He said the voltage was 11V and the amps were 500. I told him that you just told me the battery was good and now you tell ne it only has 11V which is it? You can not crank a car with 11V the battery is rated at12V 950 amps. Is it good or bad? I told him I put the battery on a charger for 4 hrs. and crank the car, but the car was still showing low voltage. He told me that maybe I had a bad alternator. I told him maybe, maybe not. You just told me the battery only had 11V and the car needs 12V. He told me that he could keep the battery 24hrs. and try to charge it and if it was bad then he would prorate it. I told him the battery has a 24 month free replacement on it is there going to be any charge if the battery is bad and he could not tell me until he check it. I ask him what time could I come back to straighten this out and he told me 12 oclock. I told hem that I did not wont to come at 12 oclock if it is not going to be ready and he told me it would be ready. I told him that I though he was a smart as and is there a manager in the stor and he told me he was the manager. I told him I was going to complain to the Revdex.com and he said ok.Desired Settlement: All I want is a good battery. And no hassle.

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 that our store GM reach out to this customer to see how we are able to resolve this situation. We have left a message for this customer, awaiting a return call. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. We wanted to follow up and explain that our store GM Mr. [redacted] has reached out to this customer back on 8/23/2013 to see how we are able to resolve this situation, but we have had to leave a voicemail and Mr. [redacted] has not returned the call to our GM. We have asked our General Manager over this store to reach out to Mr. [redacted] again, to resolve this situation. If there is an alternate phone number for Mr. [redacted] please let us know so we can resolve this opportunity. Thank you,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Did not respond in a timely manner. I will not go to this store again. Regards,[redacted]

Review: Here is the original email I sent to advance autos corporate headquarters on Sun 2/9/2014 2:28 PM, It still has not been responded too.

I would like to log a complaint against one of your drivers, and the “Manager” of the store, as he called himself. He did not “Manage” very well.

I was driving East bound on Bristol Road, Near the I-75 corridor when one of your vehicles ran me off the road, then proceeded to go about 70 mph to get away from me after I caught up to him. Moments before he pushed his way into my lane to pass the car (next to me) in front of him that was going 45MPH, in a 45 he was in and out of lanes like a new York cab. It cut over so close, I had to smash the brakes to avoid hitting him, which sent my vehicle out of control, luckily I stayed in the east bound lanes and didn’t make contact with anyone or anything.

I know immediately it’s an advance auto parts delivery truck (Little white Chevy Colorado maybe?),and I know the store is just ahead, so I pull into the store and confront the driver at the door, he quickly goes inside behind the counter, when the manager ([redacted]) is finished with his customer I tell him what happened, he asked if I would like to file a complaint, I said “yes”, he quickly handed me a piece of receipt that he fed out of the printer and asked I write my name on it. Surely your complaint system is a little more advance than that.

I called the local authorities and filed a complaint, they said since there is no damage it’s not considered an accident so they wouldn’t be able to charge the driver with anything, that’s where you come in. I have ZERO tolerance for drivers like that, I’m almost positive you do too.

Store Number: 6851

Manager: [redacted]

Driver: [redacted]

If someone could please call me at their earliest convenience, I would greatly appreciate it.Desired Settlement: Reprimand the driver and the so called manager for lying about being the manager, it turns out the driver and "Manager" ([redacted]) are buddies, and my complaint left at the store was never logged, and I've never been contacted.

Numerous facebook updates to their page have went un-noticed by anyone other then the media relations person who post there.

Business

Response:

Ms. [redacted],

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. Our Division Leader [redacted] has contacted Mr. [redacted] and apologized for the incident. Our customer was also given a gift card as a goodwill gesture for bringing this to our attention.

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: note if you order online and have one of their shops to install the parts you are out of luck for labor claims because you brought the parts yourself and the shop did not but if you call seal power they say advance should file claim for you but they want paid 200 in labor frist time and had defective part and had to pay shop 100 again for the defective part advance dont care for you Product_Or_Service: seal power rocker arms Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund refund for defective part and labor I had to pay

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted]. has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the inconvenience experienced with the rocker arms purchased. As a good will gesture if accepted we would like to resolve this opportunity with our customer by refunding the part purchased ($38.09), and provide a $25 Advance Auto Gift Card which may be used at any of our store locations. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.it cost me a 100.00 dollars plus 48.00 for lifter I had to get somewhere else because they could not get one and the sealed power mfg, of rocker arm said they would pay the labor if advance would file the claim

Business

Response:

Ms. [redacted], Thank you for allowing us to respond to [redacted] After reviewing this information, Advance Auto Parts is willing to refund the purchase price of our part ($38.09) and due to the miss communication from our vendor, Advance Auto is willing as a good will gesture only to support $75 via check, if accepted for labor consideration for the experience this has caused our customer. The product refund will be returned to the customer’s original method of payment, and the $75 check will be mailed to our customer’s address provided within this opportunity within 7-10 business days. Again, we sincerely apologize for the 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: My husband and I purchased an alternator for Advanced Auto in [redacted] about a year and a half ago. It had a lifetime warranty on it. This year, the alternator went bad again; however, we could not find our receipt to return the product and use the lifetime warranty. I went into Advanced Auto and explained my situation, [redacted]. (the employee) stated that if I bought a new one and used my NEW receipt to return my old one, they would give me the 151.00 refund. My husband went to do this today (01/18/15) and they said that there is no record of him every buying a product from their store. WE BUY EVERYTHING from this store... It is only 8 miles from our home. Yet they had never heard of him??? They said that his original alternator was not bought from their store, YES IT WAS! I WAS WITH HIM, WHEN WE BOUGHT IT! But since they had no computer data saying that we bought it there, they would not refund us. I was very upset! An employee made the mistake of not asking us for our phone number when we bought the original alternator, so it was not in their system at all. The manager agreed that someone must have forgot to ask for our phone number but then turned around and blamed us for not keeping our receipt. I told them from the beginning that I did not have it, THEY are the ones that told me it was ok and they would still refund me if I bought in my new receipt to return the old one. I will NEVER buy from this store again! I would rather drive the 22 miles to the next Advanced Auto! This is the second time we've had trouble with them, the company said they would send us a $25 gift card for our troubles the first time but they NEVER DID! I'm done with this store!Desired Settlement: I paid $151.00 for the alternator, that is what I would like back.

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 spoken to [redacted] at our customer’s local store in [redacted] stated that he spoke to Ms. [redacted] on Sunday, January 18th and received the defective alternator. It seems that when the alternator was brought to the store it was in a different box, however, the store was able to retrieve the correct part number so they can complete the refund. [redacted] stated that he has arranged, with Ms. [redacted], for the refund to be completed this Saturday, January 24th.

Unfortunately, we were unable to find any notes referencing a gift card being sent. As a goodwill gesture, we will send a $25 gift card, which can be used in one of our stores, to the address on file. Our customer should receive the card within 7-10 business days after processing and shipping.

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

Review: I bought an alternator last week from them for around $200 and the voltage regulator is bad. The alternator works intermittently. They will not take it back because we hooked it up but there is no way to know it's bad until you hook it up.Desired Settlement: I want to be able to return the part and get my money back.

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. Store called back and said they would take the alternator back. It has been returned and refunded.

Regards,

Business

Response:

We apologize for any opportunity this has caused our customer. For us to assist further could we be provided the purchase receipts and also the store location as well to better serve our customer? Once this information is received we will engage our Field Leadership Team to understand a resolution,

thank you

Review: I purchased a clutch kit for a 94 chevy pickup. I took it to a mechanic to install in my truck only to find when it was installed that it was defective and had to return it and the get a new one which I did I feel that advance should stand behind their product which they did exchange it but I had to pay the mechanic for installation twice. I also that advance should be responsible for payment for the second installation , when I talked to [redacted] the manager he led me to believe it would be taken care of and needed copies of receipts which I gave him. [redacted] then said he needed to be contacted by mechanic which was done . She was told they needed me to file and I already had. I called today and spoke to [redacted] and he said no payment would be made because I purchased the product myself and took it to him seems to me product is product and they should stand behind it or post warning that they will not stand behind if installed by professional

Product_Or_Service: clutch kitDesired Settlement: DesiredSettlementID: Refund

refund the additional labor costs due to faulty auto part

Business

Response:

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

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

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

Consumer

Response:

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

I faxed the invoice on Monday, July 7th.

Regards,

Business

Response:

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

We have reviewed the invoice provided and although we do not pay for DIY labor reimbursement, as previously stated, we would like to offer half of the amount to our customer as a goodwill gesture. A check in the amount of $256.25 will be issued and our customer should receive it within the next 7-10 business days upon responding.

Thank you for allowing us to respond.