Advance Auto Parts Positive Customer Service Ratings - page 2

User Reviews, Ratings and Comments

Advance Auto Parts customer service is ranked #120 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 55.00 out of a possible 200 based upon 536 ratings. This score rates Advance Auto Parts customer service and customer support as Disappointing.

NEGATIVE Comments

432 Negative Comments out of 536 Total Comments is 80.60%.

POSITIVE Comments

104 Positive Comments out of 536 Total Comments is 19.40%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Advance Auto Parts

    Customer Service Scoreboard

    • 55.00 Overall Rating
      (out of 200 possible)
    • 432 negative comments (80.60%)
    • 104 positive comments (19.40%)
    • 15 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.0 Issue Resolution
    • 3.9 Reachability
    • 3.0 Cancellation
    • 3.9 Friendliness
    • 4.0 Product Knowledge

Add your review! Return to the main Advance Auto Parts customer service scoreboard page

Posted by ortiz


I have been to alot of advanced auto part stores in ohio the workers were always nice friendly helpful.never had no problems at any ohio store.if one couldnt find what i needed they got somebody to help find the part.verry nice workers always there to help id say shelby ohio had the best and cleanest store out of all the stores i been to.

Posted by Neutral Party


I've read through most of the negative and positive comments, as well as the employee comments and I just wanted to say for the one's that posted negative comments regarding warranty claims, Advance has a page on their website, that explains the warranties in full. The most common two, batteries and brakes, I personally make sure my customers understand before they walk out of the door.

Batteries (depending on AGM Gold, Gold, Silver, or Automotive (Economy)) are warrantied for the time period specified AFTER the battery is determined defective by the store, which in most cases, involves us testing, then charging, then retesting. At that point, we are able to diagnose whether it's the battery or something else. Personally, I have no problems warranting a defective part, but I don't want to warranty something that isn't the problem and isn't going to help the customer in the end, and will just cost the customer more time and aggravation, and I will fully admit, I've had customers get mad at me because I wouldn't warranty a battery that was still good only to have them to take it to a garage and have the garage determine it was something else. Nearly each time, that customer came back, apologized and made repeat visits asking specifically for me. It is also a ONE time replacement. The warranty doesn't start over just because you got a new battery under warranty.

As for brakes, all of our brake pads/shoes, (Economy, Silver, Gold, Platinum, and Wagners) are a LIMITED Lifetime replacement. That doesn't mean you get new pads/shoes when they wear down, because brakes are MADE to wear over time. Any one with basic brake knowledge knows that you lose a thin layer of pad material every time you touch the brakes. The warranty will, however, cover any defects (pad coming off backing, cracks, chunks missing, etc.) and PREMATURE wear. So if after a month of use they wear down, and the caliper or rotor isn't at fault, sure we will replace them. But if the caliper or rotor was to cause the premature wear, then no, we won't cover them because it isn't the fault of the pad. That's why we try and get customers to buy those little project packs of caliper grease. So you can lube up the slides so you don't have to go back in and tear the brakes out again because the caliper was sticking or seized.

The rotors are a 2 year replacement against DEFECTS. Again, if it were to crack, chip, etc. we warranty it. Not because it wears down.

There are days were I wish some of the customers I met would stick themselves behind the counter once so they can see how unfair they treat people sometimes.

No one is perfect. Every store, every employee, even myself and every customer will make a mistake. I treat my customers they way I want to be treated because that's how I was taught. But if I'm polite and customer is rude and pushes my button too far, I tell them I'm sorry they feel that way, have a nice day, and I walk away.

With all that said, I've worked for Advance for 3 years now, and I honestly genuinely enjoy the job. The only gripe I have is the poor pay the company gives to their "valued" employees. They expect people to want to work minimum wage or just above it and it won't happen. Especially where I live. Why should they work in retail getting $7.25-$8 an hour when the factories around us are starting you out at $12-15 an hour, no experience necessary. The jobs are different yes, but the actual work load is about the same.

Posted by Anonymous


seems like only on person at the store in clayton ga. knows anything about the basics of cars.
I always call to see if he is there before going to the store.
I also noticed when I'm there that the other employee's are always asking him to talk to other customers because they can't answer the technical questions.

Posted by Angel


Advance Auto Parts

Customer Service


Gentlemen: As my account history will reflect I have a long history of doing business with Western Auto AKA Advance Auto Parts. I am happy to report that during my long history I have received excellent service on both internet purchases and in store services on my Jeep Liberty. I was particularly Impressing with the quality of service and professional and fair treatment by your store management at your location in W/A Caguas However I am saddened to report that is not the scenario with your facility On Sunday while shopping in Carolina PR I notice that my check engine light was illuminated I immediately used my Actron auto scanner plus and scanned my Jeep the scanner indicated A P0157 oxygen sensor circuit low voltage bank 2 sensor 2 . I proceeded to your store located in the same shopping mall and requested to have oxygen sensor #2 banks replaced. I had a dialog with the service attendant and informed him that I had several oxygen sensors replaced at the Advance facility in Caguas and that I believed that they were still under guarantee he proceeded to contact the Caguas store and confirmed that I was correct. He wrote up a service request and after about an hourâ??s wait he called me and reported that sensors #1 & 2 in bank 2 were defective as per the service tech. I reiterated that my scanner only reflected that sensor #2 banks #2 were defective and that I only wanted sensor #2 replaced.

He stated that the guaranty covered only the part and that I was responsible to pay the labor charge. I agreed and the service tech proceeded with the service. After two and half hours I was informed the service was completed I reviewed the service invoice and it reflected tech #218708( instalacio 02 sensor)

The invoice reflects that the sensor #2 was replaced.

However on the following day the check engine light was once again illuminate and my scanner once again indicated that this was so. On Monday 01/21/2011 I went back to the store and complained to the store manager my situation and he offered that sensor #1 was replaced and that he was willing to install sensor #2 without labor charge and that I would have to pay for the sensor.

In conclusion:

In my dialog with the service advisor I had stated clearly that I only wanted sensor #2 replaced, I detected a hostile attitude from the service tech, and he was noticeably upset that I had a code sensor with me and knowledge of the problem with my vehicle. He was determined to use â??creative production â??in order to punish me for my knowledge and initiative I realize that the $55.00 labor charge is no big deal. The big deal is how his egotistical behavior and condescending attitude reflects on Advance Auto Parts Customer Relations. My suggestion is that your personnel be retrained in customer relations and the management at the SJ-20 VISIT THE STORE #3 IN Caguas and emulate the level of service at that facility.

Respectfully:

Angel M. Bernard

Posted by Anonymous


had battery problem?

went to aa on collins street plant city fl.nohelp from personell there!!!!!!!!!

KEVIN WAS THEE BEST ,FIXED PROBLEM AND MY FAMILY WILL CONTINUE TO BE AA CUSTOMER!!!!

YOU SHOULD LOOK INTO CUST.SEV.+ FIX PROBLEMS

Posted by shadtree


every time I go to advance auto in clayton ga. I always look for one attendant that seems to know more than anyone else there about operating systems of cars and trucks. he always goes over with me what to check first before making any recommendations on the purchase of any parts.
don't know his name but he was there 12/7/13 and has silver gray hair.

Posted by Anonymous


My comments are about Cobleskill N.Y. store #06704. I have allways had very positive and informative interactions with all the help at this location.I dont always know how to explain what it is i need but they have seen enough to walk me through many dead ends.Cobyvill store #06704 has gone above and beond in coustomer service and pointing me in the right direction weather its testing starters,testing batterys or building brakelines, they have the answer. 99% of the time any part i need is in stock or first thing in the am and they are open extended hours so that works for me. great service great parts great price.

Posted by Anonymous


I want to commend the Advance Auto Parts store that i buy most of my auto parts at.My store is the Elk River store Elk River Minnesota.Most of all i want to thank your employee Miguel for the great help he was to me today on 10-08-2013.He got me everything i needed He's the kind of employee that any company would be happy to have.Thank you for your great service.I will continue to get my auto parts from this store!!Mark Harris Andover,Minnesota

Posted by Anonymous


I was helped by Scott at my location in south Lyon Michigan. Scott was a pleasure to do business with! He really touched my heart. He did everything he could to help me find a fan belt for my skidsteer. Scott is a wonderful person.

Posted by Anonymous


I would like to express my appreciation to Ronnie Hughes who works at the Griffin Georgia West Taylor Street Advance Auto Parts store for changing my flat tire on the side of a road in Pike County, GA. I had a flat while traveling, and was unable to change the tire. Ronnie stopped, asked me if he could help, and changed the tire for me. I am very appreciative. Ronnie made a very positive impression on me for the Advance Auto Parts company.
Wesley

Posted by Anonymous


I had a great experience at the store in Amherst,OH. Mick and Ben were patient and helpful. I needed my battery tested, not only did Ben charge it for me (a process that took 30 mins; which was past close) he also was kind enough to put in the new one without any hassle when the old one failed to charge. I highly recommend this store to everyone!

Posted by Anonymous


I was in the Advance Auto PartsGlen Allen Va. store #8720 In April of this year asked if I could have my battery chargeId the man said he did not know if he could do my brand od vehicle a Mercedes, that he would have to ask his manager. The manager came out and said no they could not do it would require too much work. Went back to the same store later in the week a young man by the name of Denis readily came out to assist me. It took him a few minutes but he got it done. Did the battery check and told me I needed to buy a new battery which I did. This young was soooo nice and helpful. He actually needs to be manager or in an higher customer service position. For this I want to thank him.

Posted by Anonymous


I went into the store on Chamberlayne Ave in Richmond Va., a man by the name of Brandon Readily assisted me when I asked him if he could look at my rotors to see if they needed to be replaced. Not only did he go out to do this for me he also got down on his back on the ground to look at my rotors. Brandon went above and beyond his call of duty and for this I would like to say thank you. The date of this was July 31. I had gone in the same store #2330 earlier in the month and the young lady at the counter readily assisted me to give me advice on what to do with my battery. The store manager Sam, charged my battery and thanked me for being so patient. This store in my opinion has gone above and beyond as far as customer service. Thanks to all of the above.

Posted by very happy


I am so glad you have a female in the Pembroke store who knows what she is doing. I went there to buy a battery she checked my batter sold me the grease and washers . I decided I needed blades she had someone put my battery in to my surprise the guys couldn't get the blades on she had to put them on thats great customer service

Posted by sandyjake71


Our main belt broke on our van. We are in our 60's and were broke down. It took us 5 hours to get belt on. A girl named Mel waited on us. She came out and checked on us 3 times and even helped as much as she could. Actually if not for her we would of been stranded longer, 80 miles from home. She went completely out of her way helping us. Advance should be very proud to have her as an employee. We were at the one in Columbus I think on Brice Road. It is the one past Target and Hobby Lobby. Thank God she was there for us and may God Bless you Mel!!! Thanks Again and hope Advance Auto Parts realize what a great person and employee you are!!!

Posted by Anonymous


My daughter attends Winston Salem State University not far from the store on Waughtown St. She was having issues with her car and I could not get there until the weekend. She told me that there was a parts store not far from the school, so she went in and I think she said his name was Mark, Wow he treated her like she was his daughter not only checked the battery but also the oil. Made me feel good that someone would help her being away from home. She said he made her feel like she had a person in her corner since dad is 3hours away, That makes me feel good.

Posted by Anonymous


I Have Used The Internet Several Times And Got Your Discount But Never The Extra Gift Card As Promised Very Difficut To Order Parts At Times Will Have Parts Ordered Hit Finish Shoppind And It Kicks Everthing You Have Ordered Back To Nothing In The Order Box

Thanks Jim Buford

Posted by Anonymous


My experience was at the LaVergne, TN location. Store #06188. Dana C was manning the store and was extremely knowledgeable about the products and courteous to everyone. It was Friday morning and he was swamped with customers and help did not come until 11am. He replaced a rusty lamp light in my truck so it took awhile for the lubricant to work and I had time to watch him interact with customers. I don't know what you are paying him but it can't be what he is worth! This guy could multitask and keep customers happy and had extensive knowledge of your products.

Posted by Anonymous


I want to aknowledge the wonderful work and service you provide at your Pat Booker location. I recently commented on the poor service Auto Zone does and their regional manager called me and asked to give them one more chance at the FM3009 location. The service continued being poor and I commented that I drive 10 miles out of my way to Advance Auto for the friendly service and help I receive. I just want you to know you have a loyal customer and keep up the great work.

Posted by VV


I've had positive experiences at the Cincinnat store which was far superior to any auto zone or mechanics I had previously been to. They helped me troubleshoot some problems I was still having with my car, although I just had a few repairs done by an auto shop in which the problems weren't really resolved. The staff at Advanced Auto were really friendly and helpful, and the store mangager helped me install the minor parts I purchased that day, and referred me to a much better mechanic.

I finally felt comfortable and secure that my problems were going to get resolved so that I could continue to transport my chilren safely for our daily commute. I wasn't feeling that confidence and safety from the previous mechanic and was feeling doubt about them continuing to work on my vehicle. I will continue to go there for my auto parts/concerns, and let others know about their store.

Posted by Advance Employee


As an Advance Auto Parts Employee i feel that some of these comments are harsh, my store #3470, does not apply to any of these. i feel that you all should look more into how this company is ran, of course you don't get tax back on cores because every time money is exchanged hands in the united states income tax and out going tax are all counted.... does not matter if your receiving or giving uncle Sam wants his share... as far as customer service at our store we will do everything we can to try and get whatever you need right the first time if we don't have it we will try to get it but please realize that we can not get every part of every vehicle... Some things are a salvage yard item only, as both a car guy and a employee of this company i feel that advance auto parts is thrashed too much and isn't even given a chance...

Posted by krissybug8


I was recently at Advance Auto in Etna,PA. There was a gentleman named Chad that was extremley helpful with me as I am not vey knowledgable with cars at all. He knew what he was talking about and was quick at it. I have never had anyone wait on me that was so passionate and knowlegeable about his work than Chad. I will ask for him every time.

Posted by cuadra123


i first went to the one on erie blvd the associate i spoke with name keith didnt take the time to understand my problem and gave me a number to some guy who can fix my problem.....i then went to 5633 E Circle Dr, Cicero, NY 13039 and spoke to a guy name paul he was absolutely helpful and helped me with the problem in the cold he is one of the best workers that works for advance auto because of him i will always go there and no where else

Posted by reneepisarich


Ive never went out of my way to write a comment on an employee before but, I am extremely pleased with the recent customer service I have received from the D'Iberville Advanced Auto Parts. Aaron has been so helpful I dont even call around for prices, I just go to advanced auto because I know Aaron will get me what I need with sincere respect and vast knowledge, He truly made a hard day easier to face, thankyou Aaron and may God Bless You, Keep up the Great Work!

Posted by Vette


I had a great experience at t he Bellfontaine location Advance Auto. Deandre is very professional and is always willing to help anybody. He sold me a great battery and went over all choicea qith me when my old one went out. I offered to tip him because I was so glad that he wass so nice and patient when I was worriwd and panicking. He respectfully declined. He calmed me down and made me feel very conftable when he said he could change it. I did jot know what to do and I was on my way to work. I will always go to this location for my auto needs.

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800-314-4243

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