Advance Auto Parts

Review: Returned a defective product, but credit was issued to a closed account, and have not actually received a refund. Bank rejected the initial credit due to the closed account, and was told by Advance Auto that a check would be issued instead. Multiple follow up attempts both online and over the phone have led to being shuffled to various departments without any progress.Desired Settlement: I'd like to get an actual refund.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. I have spoken to [redacted] from our E-commerce team and she has attempted to contact Mr. [redacted] on several occasions to resolve his opportunity. Please have Mr. [redacted] contact [redacted] at ###-###-####, option * and she would be happy to help.

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 is satisfactory to me. [redacted] from Advance Auto was very helpful in sorting out the issue, and the matter is resolved.

Regards,

Review: Second Inquiry Via Advanced Auto Part website- 5-21-2015

April 14, 2015 Original copy mailed via [redacted]

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

Advanced Auto Parts, Inc.

Store Support Center

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

Subject: Poor Service Store # [redacted]

Dear Store Support Center MGT;

I would like to share this letter with you for the following reasons:

1 To make sure your staff understands to not to waste the loyal customers time when they are visiting your shore for the services

2 Your staff needs to know if they can NOT provide a service by any shape of from it is necessary to let customers know about offering free service like mine as you can read it below.

3 Hope this short story/ course will be helpful for a better customer service to others.

On April 11, 2015 around 11:28 am, I had an issue with my 2006 Nissan/ Frontier engine not starting up, I went to one of the stores (see attached copy) which all of my family members( 3) using this store for a long time. We always ask for [redacted] (Customer Services Rep.) Sadly, I found out he is no longer worked there. What a great loss.

I spoke with [redacted]. (General Manager), I was not pleased with him at the first time, but since I needed his technical advise had to choose to explain my vehicle issue with him.

After describing the problem, he tried to test the vehicle battery with a tester device, a few minutes later he was telling me that there is nothing wrong with the battery, but, he was not sure what the problem was alternator? Or the starter? or/and etc…??

He kindly took a battery out and let it charge for ½ hour, around 12:00 noon he ran tests on everything and provided me with a copy of the test printout(see attachment)” ALL WORKING GOOD” per [redacted] statement. I thank him for his works and left the store.

Approximately at 4:40 pm on April 11, 2015, we were on the way to one of our friend's house for birthday parties, guess what? I could not start up the vehicle. The same problem occurred when I stopped to see [redacted]. at the first place.

Anyway, my wife went to the next door house and ask our neighbor for help, as soon as he inspected the vehicle we were told that it’s a battery issue. Our inexperienced mechanic (neighbor) advised me to take it to somewhere else to be checked.

At 5:10 pm went to [redacted] Store in the south of the town for a better service, I was so amazed to be witnessed for a person who worked at this store for four months could tell me what the problem was, Guess again, it was the battery problem. This person's name was [redacted]) and he was a very young man who was able to figure it out that fast. I thank him and told him from now all my family members will be visiting your store for services, more and more in future. What a sham for a general Manager of Advanced Auto Parts could not find the a simple problem. The [redacted] Store has charged me full price for the battery (see attachment).

The main concern is why so many loyal customers like us who brought too much business to Advanced Auto Part for a long time should be treated like this?

If the Advanced Auto Parts knowledgeable staff could provide a good service at the first place there was a good chance to replace the old battery with less cost. The old battery purchased last two years ago.

So, you have heard my story and I am hoping to hear yours in regards the services and unnecessary additional cost to us.

Sincerely;

[redacted] Civil Engineer

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. Upon researching Mr. [redacted]’s opportunity, we were able to locate the email our customer had previously sent in to our Customer Care Team. We spoke with the District Manager over the area, [redacted], and he had already spoken with Mr. [redacted]. We will be refunding the battery purchase. If he has not already, we would like to ask our customer to visit his local store at [redacted] and the General Manager [redacted] will take care of the refund.

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

Consumer

Response:

Dear Revdex.com officer;Thank you for your help and assistance for the above subject matter.I am sorry to respond you this late. For some reason this your email was sent to my junk folder. I apologize for that.I will try to visit the store one more time, last time when I was talking to the Store Manager was not satisfactory for me to digest the result.I will let you know as soon as I visit the store.Thank youSincerely;[redacted]

Consumer

Response:

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

Regards,

Review: On 8.3.2015 my vehicle would not start up, but we needed to get it to a mechanic for cylindar issues (it is still drivable). It had been sitting for approximately 9mos so we knew the battery would be dead. We couldn't jump start it so we went to Advance and bought a new battery. The car still wouldn't start so we took the battery back to Advance (within an hour). They told us that we couldn't return the battery though. This is not listed on the receipt or on their website. If we had known this was the case we wouldn't have paid $152 for a battery. We would have just gotten a tow truck which would have been cheaper anyway.Desired Settlement: Refund us for the battery that we did not use and do not need.

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. Mrs. [redacted] was denied a return because the

battery had been installed in the vehicle, and is therefore not resalable as a

new product. Our return policy, which is

posted in each of our stores and listed online at [redacted],

states: “If you are not completely satisfied with your purchase, return it

within 90 days from the date of purchase to any Advance Auto Parts store with

the original receipt. Items must be in original packaging and in new condition.”

Due to the opportunity received, we have reached out to the District

Manager, [redacted], and he has approved a one-time exception and agreed to refund

our customer for the battery. If Mrs.

[redacted] would please return to the store with the battery and her receipt, the

General Manager [redacted] will be happy to take care of the return.

Our promise is to provide superior customer service and offer high

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

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

us know.

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. The business did complete the refund and I consider this complaint resolved.

Regards,

Review: I thought my car needed a new battery and I went to advance auto parts to buy a new battery. Before I use the new battery I bought I think I should try to recharge my old battery to see if it still works before I even think about using the new battery. I recharged my old battery and it works so I decided to return the battery that I had just bought. When I went into the store on 12/11/15 and return the battery the lady name [redacted] wouldn't allow me to return it. They kept saying that I have use the battery already and said it was missing this and that. When I bought the battery they took everything that was on the battery and told me that they were supposed to take it. I have not used the battery at all and how I am bringing the battery back to them was how the battery was when I first buy it. I am especially disappointed with their service, especially their discriminating attitudes. I haven't done anything wrong to them but they treated me with nasty attitudes and discriminating views. Just because I look different doesn't mean they can treat me like that. I do not deserve the disrespect that the employee is giving me. I cannot believe that the employees gave me the battery how it was and when I tried to return it they just lie to their boss that I have used it. I have requested that they check to see if I have used it but they just straight on denied it and just kept repeating that we have used it. This battery has no mark on it and they kept on saying that I have used it.Desired Settlement: In addition to the refund I want an apology because I did not deserve the disrespect that they have given me.

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 caused to our customer. Our customer returned to the store on

12/12/15 and received a full refund for the battery. We have also reached out to the District

Manager, Steve, to ensure that the customer service concerns are addressed with

all Team Members involved.

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:

Thank you for reply to my message and addressing my matter. 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 Nov 10, 2015, I purchased a battery from Advance Auto website, picked it up from a store at [redacted]. Now my car will not start in the morning and requires a boost. I took the car to a mechanic to check out the issue, as a result, the mechanic informed me that the battery does not hold a charge and therefore needed replacement. the battery has 3 year warrantee and failed after 1 month. I called the store which I picked the battery from, to get the battery exchanged. The store clerk asked me to contact the online department and request a return. I chatted with the online representative who informed me that he escalated this issue to higher departments and will need 24 to 48 hrs to get back. I find this unacceptable and the store should honor the warrantee without delays. I need a reliable battery in my car to make my daily functions. The store explanation that the return should be handled on line does not make sense and the online department has failed to take car of this issue in a prompt manner.Desired Settlement: Refund or exchange the 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

request that Mr. [redacted] provide us his online order number so we can better

assist. We were only able to find a

battery purchase under his online account from January 10, 2015.

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:

The order # was provided under complaint details, but it's included in this text for convenience ([redacted]). Furthermore, I have since resolved the issue with the store, battery was replaced. Thanks very much for the help!

Regards,

Review: on Saturday 3/26/16 I visited advance auto parts to get a battery reading which is a free service I waited in line for 15 minutes to get service and when I got to the counter I was told by the manager that another employee would help me as soon as they finished with another customer so I said ok and waited again. When this employee [redacted] was complete he told me that I had to wait until he helped the paying customers because I was requesting a free service loudly and with an attitude the manager said nothing he just allowed this employee to carryon. I said but I am a customer and this is a service non the less so why must I wait he said because its free so you will wait. I ended up buying a battery and wipers thanks to the young lady that assisted me and the other employee [redacted] that walked over and apologized for [redacted]s behavior. The "free" service is a way to get customers into the store so we should be treated with respect and as if we are paying customers at that time. I was embarrassed and will never shop at this store again due to his behavior. Many customers found his attitude horrible and proceeded to tell him to help me but he would not and the "manager" just stood by and watched.Desired Settlement: I would like an apology and for this employee to be reprimanded for treating customers like trash because we requested a free service.

Consumer

Response:

If we cannot ask for an apology then I would like some type of compensation maybe some money back or a discount something for the embarrassment I suffered at the hands of their employees.

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 see that a $14.70 discount was

already applied to our customer’s battery purchase in question. Due to the opportunity received, we will also

mail Ms. [redacted] a $20 gift card to the address provided. Lastly, we thank Ms. [redacted] for bringing this

valuable training opportunity to our attention.

We will be addressing that concern internally.

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 went to advance auto parts on [redacted] blvd to order a part there to pick up at another store cause there store didn't have both parts other one did its a little ways from me meaning a good distance. my fianc asked the guy at advance if part can be shipped he said no I had to go pick it up his name was [redacted] so I drove this long distant for nothing got there they shipped it to [redacted] blvd store in [redacted] where I went said he shipped it so he calld [redacted] to c if it was there they said it must be on the truck that left that when the truck comes back in 45 minutes I can pic up well it was 2hours I go pick it up its not in store the guy goes let me see if its on the truck and yes it was but the truck been there so im jus [redacted] I wasted gas to drive that far I wasted time my car needed that part im driving it all the way there taking a chance when its messed up .Desired Settlement: muy gas money

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. Ms. [redacted] feedback has been sent to our leadership team, over her local store, as a coaching opportunity.

For the inconvenience, we would like to send our customer a $20 gift card to the address on file, if our customer accepts.

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

Review: In 2012 we bought a motor from advance. was told at time of purchace it hade 3yr unlimited miles. have had problems with motor since 2mths after installed. whichwas reported at the timeadvance brushed it off as beihg nature of truck. truck overheats anytime you pull a load. it is a heavyduty truck that has a 3000dollar motor that's useless. the truck is a 2nd truck not used much only 2500miles on motor since installed in 2012. now advance says because its a ton diesel it was only warranty for 6mths. advance had there mechanic work on motor 3mths ago said it was fixed. but wanted to charge me $800 for working on I didn't get home overheated again. have talked to everyone to top of corperate ladder.nothing but runaround from all levels. could have bought junkyard motor from junkyard half the price & 6mth warranty. instead we got junkyard at a $3000 price.Desired Settlement: just want what I paid for .Would rather purchase another motor elsewhere. so I just at this point want a refund.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. We have been working with our customer’s local store on a resolution. To better assist we would like to ask if Mr. [redacted] is able to provide his receipt to us. If available he could attach his receipt information to this complaint or fax it to [redacted] Once this information is received we would be happy to 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.

Faxed the information I had earlier this week.

Regards,

Business

Response:

We apologize for the delay in responding and wanted to give an update regarding Mr. [redacted] opportunity.

We have reviewed the information provided and the check copy faxed to us shows to be signed by [redacted]. After researching further we show that [redacted] was the original purchaser of the engine. We are happy to provide a refund as a goodwill gesture; however, since the warranty is non-transferrable the refund will be provided to [redacted] after it is returned to our customer’s local store on [redacted]. Please let me know if I can assist further.

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 am not satisfied with advanced auto's decision. I feel they made the decision

To feel the made the decision to refund the money if we returned the motor

Was based on the knowledge that we had already sold the truck 2 weeks ago. That

That was their easy way out. We have bin fighting with advance for months over this.

Why could they not have made that decision during that time? We had to have a vehicle

We could use. We sold the vehicle for less than we could replace the motor for. So I still lost $3000.

In my eyes I supplied them with a motor the core motor. Where is it? Soi still think they should refund

The money

Business

Response:

I wanted to speak with you regarding Revdex.com ID # [redacted]. I just received the latest response from Mr. [redacted] regarding the refund of his engine. Even though Mr. [redacted] was out of warranty we were going to honor a refund as a 1 time goodwill gesture. Once I received all of his paperwork we discovered that his purchase was under another name. We still were willing to accept the engine, but refund the original warranty holder. I just heard back today that he has now sold the truck with the engine 2 weeks ago. I had responded back to his complaint more than 2 weeks ago so I am not sure why he wasn’t willing to bring in the engine then for a refund. With that being said, we are not able to give a refund for a part he does not have in his possession. If you need to speak with me further for more information please let me know.

Review: On 7-31-14 arrived at this business and purchased some items. The items were marked as a "hot item" two cans of McQuires tire shine for $10.00. The store manager charged me $5.00 for one can and full price, $7.?? for the second. I questioned the price and told him about the sign, which was directly below the cans of spray. The manager walked over to the isle and observed the sign and told me that it was for one can and not the other. I requested a refund which the manager complied and sarcastically told me to "have a nice day". I have had other issues with this store in the past. One occasion I entered in my work uniform. I was purchasing air freshener for my car. The employee told me that he does not sell anything to remove the smell of bacon (I am a police officer). I will never shop at any Advanced Auto Parts store again after repeated poor service.Desired Settlement: Request for upper management to look I to poor Customer service issue.

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 escalated Mr. [redacted]’s opportunity to the leadership team over the store and the District Leader, [redacted], has attempted to contact our customer several times. Please have Mr. [redacted] contact [redacted] back at ###-###-#### so that he can speak with him further.

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

Consumer

Response:

I 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.

No one has tried calling me.

Regards,

Business

Response:

Our Field Leadership Team is trying to contact our customer and unfortunately have been unable to connect with the customer. We will attempt to contact the customer again, or they may reach out to [redacted] directly in the number provided previously.

thank you for your time,

Consumer

Response:

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

I still have not heard from anyone at Advance Auto.

Regards,

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. I have personally attempted to contact Mr. [redacted]; however, I have not been successful in doing so. I have provided my contact information in the voicemail for Mr. [redacted] to follow up with me. For reference or if my voicemail is not received please have Mr. [redacted] contact me at ###-###-####.

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

Nice little scam going on here. Please don't buy auto batteries at Pump Rd store 869. My 5 year 48H6 autocraft battery stopped holding a charge after 3 years. I waited 3 weeks before taking it in, charging it each night to see how long it held a charge. After it leaving me stranded 3 times enough was enough. When I took it in they hooked it up to their tester and said the 770 CCA battery still has 550 CCAs and that means we consider it fine. Yeah except it won't kick over my LS1 engine. Man behind the counter says I have a bad starter..... Come on man. I have been a shade tree mechanic for over 30 years Starter works fine after full charge and alternator is fine too. Stand behind your products. Battery will not hold a charge. Went to auto zone. They have my business from now on

Review: Refund/exchange procedures for errors made by the company penalizes the customer financially. I had visited the companies website on 6/24/2013 to purchase brake pads and a rotor for my vehicle with my visa check card. Order # is [redacted]. I chose the option to pick up the parts at the local store that had them in stock. Upon bringing those parts home, I discovered that the part numbers posted on the website are wrong from what the part numbers are pointing to in the store. Therefore the website part numbers are pointing to the wrong item in the description. I clicked on "REAR" brake pads & rotors, not "FRONT" pads & rotors. I ordered REAR PARTS, NOT THE FRONT. Since the parts were wrong, I returned to the local store and requested the correct parts. Instead of just exchanging the parts, procedure says that they must submit a credit instead and then you would have to pay again for the correct parts on a completely new charge. Come to find out, it takes 7 - 10 business days for the refund to be processed. So now, in reality, the consumer is paying double the cost until the credit posts back to your bank account. I beleive that is unfair considering it was a mistake by the company and not me, the consumer. The consumer is penalized, not the company. The whole purpose of stores like this is to allow the consumer to save money by fixing the vehicle his or herself. But in this case, what has happened to me is that Im paying $207.54 instead of the $103.77 at least until I see the refund for whenever they feel like refunding me. I believe the store should take the burden of waiting for the refund rather than me since I didnt make the mistake in the first place. This has put me in a position of being broke which is why I chose to fix my car myself to avoid being broke because my budget couldnt pay for a shop to do the work. The company has put me in a bad spot and has caused me a hardship.Desired Settlement: I would like to be refunded now, not within 7 - 10 days when the company "gets around to doing it" Plus, the website needs to audited. The part numbers on the website are not pointing to the correct part for your vehicle.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided would like to apologize for the experience our customer had at their local store location and with our website. We are engaging our ecommerce team to look into this part further and make corrections based on what they find, as well as the Management over this store. We have confirmed the refund has been returned to Mr. [redacted] at this time. Due to the inconvenience this has caused our customer we would like to send \ an Advance Auto Parts Gift Card in the amount of $50 if our customer will accept. Once accepted we will process the Gift Card and it will take 7-10 business days to receive to the address provided. Our promise is to provide superior customer service and offer high quality products when you need them. We apologize for the inconvenience this may have caused and if we can further assist you please let us know.

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: Advance Auto Parts had a special stating if you buy 6+ spark plugs you can receive at $20 gas card rebate (reference rebate offer: [redacted]. I followed the exact instructions per the receipt and submitted my rebate claim via their online rebate claim website on 09MAR2014. The tracking number is [redacted]. The information requested from the website included only the following: transaction date, transaction/order number, store number, and register number. Today, 15APRL2014, I received notification that my rebate was not approved because there were 'No items in the claim'. I promptly called the 1-800 number (###-###-####) only to be told I need to submit additional information via a direct phone call with them in order to 'verify' my purchase. Obviously they have digital proof of my initial purchase and I cannot help but feel they are hoping I do not have the receipt. It is unacceptable that this data is not mandatory via their website during their initial rebate redemption process. Their website is misleading in the fact despite correctly and fully filling out ALL of the fields within their online rebate request form they make you call a 1-800 number a month later to 'verify' additional numbers from a receipt that were not originally requested.Desired Settlement: $20 gas rebate

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. There

are two different rebates, for the part our customer purchased, currently on advanceautoparts.com. It seems the rebate our customer applied for was “$2.50

rebate on Autolite iridium XP spark plugs”. There were 6 spark plugs purchased

so our customer will receive a $15 Advance Auto Parts gift card for this specific

rebate. This rebate was processed on April 16, 2014.

The second promotion offered is for a $20 gas card. This specific rebate is a mail in

rebate and would need to be printed offline, filled out and mailed to the

address on the form. I have attached the

form for our customer’s convenience. Please let us know if there is anything further

we can assist with.

Our promise is to provide superior

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

for allowing us to respond.

Consumer

Response:

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

Regards,

Review: While working out of state in Florida my truck became in need of service. I took it to the best recommended shop in the area. The shop discovered that I needed new ball joints. I had the shop to replace them with the best ones available from Advance Auto Parts with a warranty. 7 months later im back home in Ohio my truck started doing the same thing so I took it to the local shop. They told me the ball joints where bad and needed replaced. I said oh I just had those put on a few months ago I even still have the receipt they are under warranty. I called Advance Auto Parts to see how I needed to proceed to get them replaced. Advance Auto Parts told me I would have to drive my truck back to Florida to the shop that put them on in order for the warranty to cover them since the Moog ball joints where purchased in the shops name instead of my name. I have all the shops receipts and the receipt from Advanced Auto Parts where the shop purchased the ball joints.Desired Settlement: To replace/exchange the Moog ball joints that where purchased from them

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. To assist with a resolution we would like to ask Mr. [redacted] to provide us with additional information. If he could provide us with, 1) the store in FL that the ball joints were purchased in and, 2) the shop name the ball joints were purchased under. Once this information is given we would be happy to research and respond further.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]

The store number Is 9407 and the shops name and number is

[redacted]. Located in New Port richey Fla.

Regards,

Business

Response:

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

We have reviewed the information provided and were able to locate our customers purchase receipt. We show that store 7380 in Point Pleasant, WV is the closest location to the zip code provided and have contacted [redacted], the general manager, regarding the opportunity. [redacted] stated that he is more than happy to assist our customer with a resolution and would like to speak with him to work out an exchange. [redacted] asked that Mr. [redacted] contact the store at [redacted] so they can speak about the ball joints in question. A message has also been left with Mr. [redacted] with our contact information for further assistance if needed.

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: No respect the warranty policy force you to make another purchase with the promise to make a return

in January 25 2012 bought a battery in advance autopart online and I pick at a local advance autopart order number [redacted] for the amount of the $92.49 with a chase visa debit card (Autocraft gold Battery,Group Size 34, 700CCA Part No 34-2 Warraty 36 MO. FREE REPL 84 MO. PRORATED) after 27 months the battery failure I bring the battery to the local advance autopart and the vendor told me I had to buy a new battery and they made to me a return of the purchase and ask them about the warranty is 36 months free replacement as was in the receipt and he refused to do this ways and I was forced to buy a new battery on april 7 2014 for $85.23 and the receipt for return is for $86.12 they try to send the money to my debit card but I telling this card doesn't exist anymore and he doesn't care after waiting two weeks for change the method of payment for a check I still waiting and I do not receive de money for me return till today may 6 2014. I call many time to customer services and all ways get different kind of excuses but never a try to fix the problemDesired Settlement: I want me money back the amount of $86.12 as soon as possible

Business

Response:

Ms. [redacted],

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

We have reviewed the information provided and would like to apologize for the inconvenience our customer received. Unfortunately, due to system limitations and card agreements, the original purchase would need to be refunded to the original form of payment. Based on the opportunity received with Mr. [redacted]’s VISA we are sending a check in the amount of $86.12. The check was sent for processing on 5/6/2014 and could take 7-10 business days to arrive to the address on file.

For the inconvenience, we would also like to provide Mr. [redacted] with a 30% off coupon code. Our customer can use code [redacted] at checkout to receive this discount. If he has any issues or needs help placing an order we would be more than happy to assist at ###-###-####.

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

Consumer

Response:

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

Regards,

Consumer

Response:

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

Refund I do not know why the case was closed if nothing is resolved yet. I wait 5 days and not received anything yet each time I call to company they tell me today we sent the check every time I call.today I have not check of $ 86.12 for reimbursement I want my money back For consider the case close

Business

Response:

Ms. [redacted],

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

We have reviewed the opportunity received and the check for $86.12 was sent for processing on 5/13/2014. Generally checks will take 7-10 business days which includes our processing time with accounting. Since it has been over the 7-10 business days timeframe we can cancel the check and resend to the address on file, however, we would like to clarify that our customer has not received this check before canceling and causing more inconvenience. We have attempted to contact our customer several times to verify this, but have not heard back as of yet. Please let us know and we would be more than happy to cancel and resend.

Thank you for allowing us to respond.

Consumer

Response:

I get the check on 23 may 2014 in reference to complaint ID[redacted], will consider this complaint resolved.

Regards,

Review: On April 25 2014 I went to advance auto parts to purchase a clutch and pressure plate for my 1999 Buick Regal vechile. Advance had to special order the part and it would take a day for the part to come in. I went ahead an paid for my part the same day in the amount of $450.00 aprox. The sales representative printed me a receipt with the amount $412.99 tax was not added to the receipt but I paid taxes on the part.I took the part went to install the part it was the wrong part for my vechile. I brought the part back to the same location to return it for a refund. I was told it was not there part from the sale representative I ask to talk to the manager to resolve the issue. The manager offered to exchange the part I told him that I had purchased the same part from another auto part store that was closer to the repair shop. I just wanted a refund. The manager refuse to give me a refund on there part that would not fit my vechile. I had to try the part to see if the clutch and pressure plate would fit. The sale representative and manager was extremley rude with me being a customer that have just spent that large amount of money on a part that wouldnt fit.

Product_Or_Service: Clutch & Pressure Plate

Order_Number: Invoice #[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund. The receipt that Advance Auto Parts gave me did not include tax in the amount of $412.99, but tax was paid.

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 inspection by our store leadership team they were unable to verify the part was purchased at Advance Auto Parts. We also searched our sales records and do not show this part being sold within the last 2 years. Our warranty policy, on [redacted], states that a receipt is required for any exchange or returns.

Due to the opportunity received and inconvenience this has caused our customer, we would like to issue a gift card in the amount of $50 which will be mailed to the address provided, if our customer accepts.

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

Consumer

Response:

I have reviewed the response 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,

In the response from Advance Auto Parts it states that a receipt is required for any exchange or return. The receipt that advance auto parts was included in this complaint that their sale representative gave me on the special ordered part. The part was purchased at that location, the store manager wanted to give me another part of the same kind I refused, because I had purchased another already. I wanted a full refund. How can advance auto parts leadership team make a statement that they inspected the part and was unable to verify the part. I brought the part back to the store they wanted to give a in store credit of $450.00. I really feel as if the management team at that location sold me this part under the table and pocketed the money for them selves and didnt ring the part up on the register without adding tax look at the receipt. I have been a customer with advance auto parts for a long time never to be given a receipt like this one. So with that being said I would like a full refund. A copy of the same receipt is attached. If we can not resolved this matter in a timely fashion, I will see Advance Auto Parts in small claims court with there part.

Business

Response:

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

We have reviewed the information provided and still cannot verify the part on the receipt provided is the part our customer is bringing in for a refund, however, we would like to refund Mr. [redacted] as a one-time goodwill gesture. We will notate our records and going forward will not honor refunds for installed or used parts that cannot be verified. Please have Mr. [redacted] contact his local store at [redacted] before coming in so we can make sure the general manager, [redacted], is available to assist him.

Thank you for allowing us to respond.

Consumer

Response:

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

Regards,

Review: I ordered a tow hitch for my vehicle from AdvanceAutoParts.com website, to be shipped to me. The hitch arrived in a broken package, with all parts missing from the open box. I contacted customer support the same day and explained the condition of the delivery, and was told that they would put a claim in with [redacted] and would mail me the missing parts. I was told I should have them "within a few days" from that phone call.About 30 days went by, and I did not receive anything further from AdvanceAutoParts.com. When I called back to inquire, I was told that the replacement parts were out of stock, and that I "had to wait". I explained that I needed the hitch to move, and the customer service rep told me I would be reimbursed a small amount so that I could go purchase the missing bolts. When I asked about the remaining missing parts, she told me that the draw bar and pin were not included with the hitch I ordered, and that I was misreading the item description. However, in their infinite generosity, AdvanceAutoParts.com would "make up for" my month-long (and pointless) wait and their apparent apathy by sending me a draw bar and pin, despite their confidence that it was not meant to be included in the hitch I purchased. Some days/week(s) later, I did receive a draw bar and pin from AdvanceAutoParts.com, but they arrived after I had already rented a u-haul for my move. This whole process took place over nearly 8 weeks time.Disgusted with what their customer service representative was claiming, I researched the product I had ordered, and found the identical brand and model of this item on Amazon.com with a description which clearly states that it includes a draw bar and pin. Realizing that customer service was wrong on this point as well, and their idea of "customer service" was to ship me exactly what I should have received in the first place, I decided I wanted to return the hitch for a refund. When I called back and pressed them for a RMA, they said it was "too late".Desired Settlement: Permission to return all items relating to this transaction, and a refund issued to me.

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience our customer received. Our Ecommerce 2nd Level Team has spoken with Mr. [redacted] and General Manager of store local to him. In doing so our Ecommerce 2nd Level Team has confirmed that they have resolved his opportunity. The General Manager for the store local to Mr. [redacted] agreed to accept the return and refund Mr. [redacted] for the hitch. For the inconvenience, our Ecommerce Team has also sent Mr. [redacted] a $50.00 which can be used at any one of our store locations.. If we can help further please let us know.

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

Consumer

Response:

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 this item from your store. Order #[redacted]. Part # [redacted]. it is a ignition switch cylinder with 2 transponder keys to replace my old cylinder with broken key stuck in it.

Before I bought and ordered this item I confirmed with your associate at the [redacted] location that this part fits my 1998 mercury mystique LS 2.5 L 6 cylinder car. I also gave him my car's VIN number to double check and totally make sure it is s direct fit and the keys match my car. He confirmed it and placed the order. I picked up the item and had a mechanic replace my car's ignition cylinder and then took it to ford dealership to program my keys. An hour later the dealership tells me advance auto gave me the wrong keys and the part is defective. They said the part and its transponder keys are not compatible with my car. I asked them to double check, since I verified with advance that the part is compatible with my car before I bought it. The dealership insisted the part is wrong. Just because of advance autos mistake I ended with a dead car and hundreds of dollars of labor costs. Not only does the part costs $106.41, getting this defective/wrong part installed with programming the key service costed me about $200. On top of that I had to tow the car 3 times: to the mechanic, to the dealership, and to my home from dealership. Based on the rate of $60 per tow, it came up to $180 in just the towing expenses. Not to mention the enormous time I wasted for no reason. Right now, my car in my garage lying dead, as the keys cannot be programmed and wrong cylinder installed. The dealer said they would charge me extra to remove the steering components and remove the advance auto's bad cylinder out. I am stuck here with hundred of dollar in the car and unusable car.Desired Settlement: I just want them to refund me the money for the part and reimburse for the labor costs and other expenses that was wasted because of the wrong/defective part.

Consumer

Response:

Here is the info of the store I bought the item from:AAdvance Auto Parts - [redacted]###-###-####

Business

Response:

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

We have reviewed the information provided and would like to apologize for the inconvenience this caused our customer. We have spoken to the vendor and it appears that the information provided for part number [redacted] is listed incorrectly within our system. We are currently working to update our records with the corrected information.

We have spoken with the General Manager, [redacted], and he stated that he will be contacting Mr. [redacted] will be requesting that Mr. [redacted] provide invoices for the repairs so he can review them with his District Manager and provide our customer 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 submitted the invoices that advanced asked for, several weeks ago but I haven't from them since. I am not whom to contact for that. Thank you- parekh.

Business

Response:

We would like to apologize for the delay in responding. Due to technical issues the invoices the General Manager sent to our corporate office were never received. This has since been resolved and we have received the information requested.

We would like to issue a check in the amount of $486.41, which will be expedited to the store. It should arrive by Friday and the General Manager, [redacted], will call our customer when it arrives. Thank you for allowing us the opportunity to address Mr. [redacted] concerns.

Review: I was in Advanced Auto when my lawn mower battery was six weeks old and was told it was a good battery. I'm an ASE certified master tech. I took the batter to my shop, tested it myself, and it wouldn't hold 100 amps. I took it back to Advanced Auto and explained this to them. They retested it and said again that it was good, but it still won't start my mower. After replacing the starter motor and solenoid, the mower still doesn't start. I charged the battery @2 amps for 8 hours, retested it myself, and it wouldn't hold half the cold cranking amps stated on top of the battery. I took it back this morning, it failed a test at Advanced Auto, and now they want to charge me for a new battery. All I want is a battery or my money back.Desired Settlement: A new battery replacement, or cash back.

Business

Response:

Ms. [redacted], Thank you for providing us with the opportunity to address the complaint that Mr. [redacted] has filed. It is important for us to hear from our customers and we will strive to meet your expectations. We have reviewed the information provided and would like to apologize for the experience our customer had with the lawn mower battery. As a good will gesture we will be providing a refund for the purchase of the battery due to the inconvenience this has caused. We will be mailing a check to the address provided and will be received 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: I ordered a Dorman oe solutions window regulator at my local Advanced Auto Parts store. The website and parts ordering book both state that the window regulator comes with a motor. The first regulator product did not come with the motor so the employee looked up on the site and confirmed that it should have the motor with the product. I returned the first product and ordered another. The next day I went to the same store to pick up my product and was told by the employee that the second package still had no motor, the employee once again confirmed that both the website and parts ordering book state that it should come with the motor, however the employee said he had called tech support and they said the window regulator does not come with such a motor.Desired Settlement: I would like the company to reimburse me for the extra money I had to spend on the motor while having it repaired at my local body shop.

Business

Response:

Ms. [redacted],

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

We have reviewed the information provided and it seems that the part information is listed incorrectly in our system. This is currently being addressed and corrected and we appreciate Mr. [redacted] for bringing this to our attention. We would like for him to fax the invoice for his motor to ###-###-#### so that we can resolve his opportunity. Please reference Revdex.com ID #[redacted].

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

Consumer

Response:

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

I'm writing in response to the voicemail I received yesterday 1/23/14. I accept the response from advanced auto part and will be faxing them a copy of the invoice on sat 1/25/14.

Thank you,

[redacted]

Business

Response:

Ms.

[redacted],

In

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

the invoice received. Due to the inconvenience we would like to provide our

customer with a check in the amount of $140.00 which is the price of the part

through Advance Auto Parts. The check 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.

Review: A am a long time customer, spending good sums of money exclusively at Advance Auto for approximately 20 years and have always been pleased with service and products. Until, 10/10/2014, when I made a purchase for a battery and went to go pick it up. I am a retired 100% Disabled Veteran and requested simple assistance and was meet with rude and vulgar behavior. ADA mandates assistance for disabled people. Upon the initial discussion with customer representative [redacted], I was declined any physical assistance was told rudely "Sorry, can't help, come back later," and was dismissed, even though I had a car with a dead battery. There were 2 clerks, it was around 8 pm, not very busy, was behind a person making exchanges for over 10 minutes with no complaints from me, but when I addressed needing help, I was pushed to side with a glaring, taunting look. I refused to leave, so I placed my order online ([redacted]), and unfortunately had to deal with [redacted] again. I asked questions, all of which were not answered and did not care about. He was very rude, joking that order was not there, when it was. I asked him to get the battery and he remarked in front of a minor don't be upset because "I am just [redacted] with you." I reluctantly bit my tongue and was left no option but to leave and carry battery to car myself. How dare this young, rude, punk taunt me in every way, such that it ruined my night. I had to pay to get battery installed, since the free installation is a joke, not to mention a blatant disregard for assisting the disabled. Your company cost me an extra $50 to install battery, do to my experience with your representative. I have spent thousands exclusively at your stores and refer numerous due to my near stellar prior experiences, but because of this event, sadly I think I will no longer be doing business there.

Product_Or_Service: AutoCraft SilverBattery, Group Size 91, 615 CCA

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

I desire that you inform your employees of federal law concerning ADA, make them considerate and appreciative of service members, and refrain from rude behavior and profanity in the presence of customers and minors. Everyone in past that I have dealt with has been extremely courteous and professional. I am disappointed that I had to spend extra time and money on something that I initially thought would be a smooth transaction, as it has always

Business

Response:

Thank you for allowing us to respond to the opportunity sent. We have informed our Field Leadership about this situation and asked that they contact our customer ASAP.

We apologize for the inconvenience this has caused, we will be in contact with our customer ASAP.

Thank you,