Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2022 and again on May 17 2025, installed May 18th 2025, I bought a Pioneer head unit as a replacement for my factory radio, (and a replacement for the replacement. Pictured is the 2 units. Clearly the items are defective and also, per a Pioneer CS **** a known issue. Yet these units won't be fixed without an additional cost to me. Pioneer/Best Buy continues to sell a defective device and will not resolve the issue in a proper manner. A warranty issue is what they both are hiding behind and say since it is out of warranty, they cannot do anything unless I chose to have it repaired. I did not install the unit, and I have no way to correct the software issue, thus making it difficult to effectively and efficiently resolve the issue, nor do either businesses offer such an easy fix. I've asked for repair (which has to be sent out without a temporary replacement) or a comparable discount to the expected life expectancy of the unit. Both businesses have failed to correct or resolve the issue without a full price purchase.

  Business Response

  Date: 05/19/2025

  I have created a ticket in our system, case 7635. I sent you an email and requested the model number and purchase receipt for the units you are having an issue with. 

  Once I have the information, we can review the warranty assistance we can provide. 

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 65 inch Pioneer television from ******* in ********** ** in August 2024. The problem is not the purchase price but the workmanship of the television. I have called Pioneer electronics several times with no resolution. No matter how you turn the TV off it comes back on. It is not on a timer. Our sleep has been broken on many occasions since last year. I have factory reset the TV with Pioneer on the phone. I believe this TV to be defective. I would like another television or my money back. This has been a terrible experience. The model # and serial # is uploaded.

  Business Response

  Date: 05/05/2025

  I am sorry to hear you are having a problem with your LED TV. 

  I have forwarded your complaint/request to the appropriate person to respond to you. 

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pioneer car amplifier and upon arrival and install the amplifier never worked. Ive tried to contact Pioneer for months and got nothing besides automated emails and no responses regarding the issue. I spend quite a bit of money on the amplifier for it to never work. I would like a refund or a replacement sent to me. It's been months now that I havent had a response from them via email even after I try to follow up with them.

  Business Response

  Date: 11/26/2024

  I am sorry to hear you have had trouble communicating with our call center. 
  The warranty of the car amplifier is one year from the date of purchase. 

  Please ship the product to the address below. Include a letter with your full contact information and details of the problem you are having. Also include a copy of the purchase, to validate the warranty. 

  PIONEER FACTORY SERVICE - WEST

  *****************

  *******, CA 90680

  PH: ************

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pioneer receiver from a pioneer authorized retailer (BESTBUY) on June 7th 2024, after 5 months of usage the Bluetooth and Apple CarPlay functions stops working. I contacted their product services and support to have the unit repaired/replaced under the manufacture 1 year warranty. Theyve completely ignored my emails after initially asking if I had the unit tested. Its been over a week and I still have no resolution to a Pioneer receiver that Ive spent over $300 on. I just want them to make it right and do their job and fix this unit while its still under warranty.

  Business Response

  Date: 11/07/2024

  I am sorry to hear you are having a problem obtaining warranty repair on your product. 

  Please ship the unit to the address below. Include a letter with your full contact information and details of the problem you are experiencing. Also include a copy of the purchase receipt, to validate the warranty. 

   

  PIONEER FACTORY SERVICE - WEST
  ***********************************
  PH: ************
  (Ship in only-No carry in)
  
  Please copy/paste this link to start an online Factory Repair ticket:
  ******************************************************************

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-30-2024, I sent Pioneer a tech support request. I was unable to burn a disc on my Pioneer Blu-Ray burner. I was not replied to. I wrote Pioneer North America CEO ***** ****** on 9-23-2024 asking for tech support. I told him I have been a lifelong customer and preferred he have this problem solved rather than file a consumer complaint. Mr. ****** ignored me. I want the problem solved so I can go back to burning discs - see error message. I am disappointed I have had to go through 3 rounds of having this problem solved.

  Business Response

  Date: 10/24/2024

  I am sorry to hear you are having problems with your BDR-212V Optical Drive. 

  I checked our system and found no records of contact from your email or your last name. Perhaps you sent it to the wrong company? 

  The BDR-212V is an OEM product. The dealer/distributor is responsible for all support an updates. 

  ******** was a main distributor. You can contact them at ************** or **********************************************

  Looking at your images, there are red items in each one. This indicates a problem. 

  Also, it appears you may be having an issue with the *** on your computer. You might want to contact ********* and get these updated. 

  I hope this information is helpful. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22462962
  
  I am rejecting this response because:

  I not only contacted you, you ignored me. When you did that, I wrote your CEO, see the copy of the letter I provided. Why did your CEO, Mr. ***** ******, ignore me? How come in your response, you failed to mention that letter? You made it appear that this is the first time you heard of this situation. That is false. 

  I bought the Pioneer drive on ******, as you can tell from the receipt I provided you. I bought it b/c it was a Pioneer. What is your relationship to this company whom you pass the **** onto? Are you saying the drive is not Pioneer and you do not provide tech support? 

  Your recommendation to contact ********* will lead to a dead end.  In previous matters, they have been non-responsive. I bought a Pioneer drive, not a drive from these companies you pass your responsibility to.
  

  And I also must say, I was disappointed when I bought a Pioneer drive, you do not have your own software for the drive. You use freeware as a CD burner.  Yet you charge a premium price.  You use freeware, you do not provide service, you pass you tech support responsibility to other, you are not even courteous. Your CEO Mr. ***** ****** should be ashamed at how he let a great brand, one I have used all my life turn into such a failure. Shame on you! 

   

   

  
  

  
  
  

  Business Response

  Date: 10/29/2024

  I am sorry to hear you are not happy with the response. 

  While Pioneer did manufacture the drive, it is only sold as an OEM product. The dealer or distributor is responsible for all support. 

  We are not able to assist you with the *** error issues. This is provided by Microsoft. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22462962
  
  I am rejecting this response for the reasons stated earlier. Pioneer has failed to address the technical problem and denied their failure to respond to my initial inquiry and complaint to its CEO. 

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Pioneer Radio DMH-W4660NEX as a gift in December 2023 and was installed at Best Buy. After about seven or eight months, the Pioneer unit decided to stop working (Boot Loop). I contacted Pioneer tech support recently and asked what can be done to resolve this issue. They want me to send it out to them and pay them ***** just to look at it and pay extra for what ever else it needs. I think it is still in warranty and I do not have the receipt as this person and I are not in touch with each other. Also, I do not know which Best Buy she had the radio installed and the date she purchased the radio. I have searched online for a solution and found this is a common issue with these Pioneer DMH-W4660NEX units. I am not looking to get my money back or get it replaced, I just would like the radio to get repaired. Since then, I have replaced the defective Pioneer DMH-W4660NEX radio in my vehicle until I can get my radio repaired.

  Business Response

  Date: 10/11/2024

  I am sorry to hear you are having a problem with your DMH-W4660NEX. The warranty on the product is one year from the date of purchase. The purchase receipt is required to validate the purchase. Best Buy is usually very helpful in providing a duplicate receipt. However, she would need to contact them, since she purchased the unit. 

  Without the receipt we can go off the manufacture of the unit. This will be listed on the back of radio. 

  We can make an exception and waive the $80.00 evaluation fee. Ship the unit to our Factory Service location listed below. Include a letter with your full contact information and details of the problem. 

  PIONEER FACTORY SERVICE - WEST
  ****************************************************************
  PH: ************

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start by mentioning that the Receiver I will be mentioning below is a model that Pioneer admitted to have FACTORY DEFECTS and WILL stop working with no Warning if the units were built between 2020 and 2022. The Receiver I am mentioning is model: DMH ************************ January 2022. My unit is from 2022!! I purchased a RECEIVER unit at my local auto audio center. 2 years after the radio stoped working and gave me a white screen. I called Pioneer and spoke with *****, one of the techs at their Pioneer Factory Service. They told me that pioneer was aware that the Model that I purchased was having issues due to FACTORY DEFECTS because the production of the years 2020 till 2022 Was made DEFECTIVE and they were fixing the REVEIVERS at no cost and I should just ship it to the factory. I did send it to the factory. As soon as they received the unit they sent me a BILL for $80 for checking the unit, I called them and explained that I was told to send the unit and they would fix it. We talked back and forward and emailed back and forward and they said they would waive the $80 revision fee and would send me a quote of the repair for me to PAY for the repair. Then the same Person, *****, called me and told me that the repair would be $66, 70 and I agreed with the charge even though they said it woukd be a free repair because it was a FACTORY DEFECT. Then I got an email from them saying the bill was $266.70 !!!! That is TWO HUNDRED dollars OVER the price he told me over the phone. I told them NO for that price I refused repair, so he said they already had repaired the unit and he was going to UNDO the repair and ship the radio back as it was. I am still expecting the Receiver and hope it is not totally destroyed.

  Business Response

  Date: 10/07/2024

  I am sorry to hear you are not happy with the service support offered to you. 

  Before you shipped the unit in for service, you were told we offered an extension on the repair. The unit came with a one-year warranty, we extended the warranty to two years. You told the agent it was less than two years. Your unit was purchase in May 2022.  

  After discussing, we waived the $80.00 evaluation fee. ***** spoke with you and explained the repair cost, minus the $80.00 evaluation fee. The total repair cost would have been $166.70, after the evaluation fee deduction. 

  If you decide to accept the repair cost, please call them at ************ to make arrangements. 

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22387846
  
  I am rejecting this response because:

  The original phone call to the Business establishment I was told by an employee, that the repair would be done on the unit with no charge at all regardless of the invoicing date of the unit. The business refuses to "Investigate" and resolve the issue because it is not to their advantage. There are phone calls of this conversation, that they disclose on their phone recording answering system before the consumer talks to the live aid associates as part of their "Training purposes". This is a MANUFACTURING DEFECT, and the consumer should NOT be held responsible for paying for their defective units, If they didn't have the "RECORDING" of these conversations, how come they KNOW the name of the employee I talked to, when he gave me this information?

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/17/2024

  The customer was told by the phone agent, the unit needed to be within 2 years of purchase. She told him it was less than two years. I provided the customer with the recording. 

  I am sorry, we cannot assist the customer with warranty repairs. 

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pioneer AVH-2550NEX car stereo had problems within 6 months of being installed (March 2021). Pioneer sent replacement model that also has same problems within a further 6 months. Pioneer has declined to address the problem further.

  Business Response

  Date: 08/20/2024

  *************

  I am sorry to hear you are having a problem with your AVH-2550NEX stereo. 

  The unit is outside the one-year manufacture warranty, we cannot offer a warranty repair or replacement. 

  If you wish to send the unit in for service, we will waive the $80.00 evaluation fee. Please ship the unit to the address below. Include a letter with your full contact information and full details on the problem you are having with the stereo. 

   

  Pioneer Electronics

  *****************

  *****************

  ATTN: ARA 16707714

   

  Once they have completed the evaluation, I will call you with the repair cost. 

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pioneer ******* on Novermber, 2023. The tv screen and the tv audio are on different stations. While, I am looking at a tv show the speaker on the screen is saying something from another show. I have tried various phone numbers to get someone from Pioneer manufacture to give me a date and time to come out and fix this problem. None of the call centers employees can give me a phone number, date, time, name of company or anything that will help me get the problem resolve. I need you to help me get a scheduled date and time from a reputable technician to fix my tv

  Business Response

  Date: 05/02/2024

  I am sorry to hear you are having problems with your Pioneer LED TV. 

  Please call the support line at **************. They handle all support on the LED TV. If you call the number and they do not assist you, please ask to speak with the manager. 

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 4 years ago I purchased and had installed a Pioneer car stereo with Bluetooth and the Apple CarPlay feature at **********************************. On 12/22/2023 I purchased a new Iphone 15 Pro with the ****C cord/plug. The Pioneer stereo is only compatible with the ****A plug. I have purchased the adapter to link the ****A with a ****C plug and it still will not work even though all of my other other electronics with the same issue are working fine. I first contacted Pioneer the week after Christmas and they told me they were aware of issues regarding this problem, but did not have a fix time. I spoke with them again about two days later and they suggested I try different adapters and cables because there was no firmware update available. NO luck! The next call they suggested I reset my phone network and a radio reset. NO luck! I called again on 01/10/2024 and spoke with a supervisor, *****************************, and he said they don't know when if/when it will be fixed. I need the Carplay feature to work in order to use maps and others touchless features on a daily basis for my job. I cannot afford to purchase and have installed a new radio especially since ALL of my other devices are working fine with the adapters I have already purchased. I am looking for a quick fix of my current stereo, or replacement of the stereo with installation. I could not locate the number within your selections, but the number I have been dealing with is **************

  Business Response

  Date: 01/22/2024

  I am sorry to hear your AVH-3300NEX is having a problem with the iPhone 15.
  While we try to ensure future compatibility with new phones, we cannot guarantee full compatibility.
  We are continuing to investigate the issue and will notify you if we are able to find a solution.