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:04/05/2025

  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.

  Unfortunately, you can't rely on Honda anymore!I need a UTV with snow tracks to go the last 7 miles up the mountain to my home half the year, so I chose Honda for the legendary reliability, HUGE MISTAKE! Paid almost $20k for Honda Pioneer ****** base model on 9/14/24. Within a couple months I had fuses blowing and the lights suddenly failing while driving up the mountain in the dark. At 6 months and less than 500 miles it completely broke down in my driveway on 3/13/25. I tried to troubleshoot with their tech, still dead. The dealership wanted to help but policy is it has to be in their shop, so we run it up to Honda ****************************** 24 hours after pleading my case, I get a call back from a very condescending woman who tells me that they will drive to the mountain to pick it up, but they will offer no help, and not even an idea of how I can get it 7 miles down the mountainacross the snow. I have absolutely no means to do that. The tech and I have determined it fried the starter, which needs replaced. But Honda also refuses to cover the part, which I am willing to do the work to install with their tech's help. So effectively, they are not offering anything that can help me get this unit running again. To top it off, after she told me there was effectively nothing they would do and I asked to speak with her supervisor about the unique circumstances, she very rudely told me that her supervisor fully reviewed the case and made the determination, so I would not be allowed to speak with anyone else.THE BOTTOM LINE is these days Honda makes junk that breaks down quickly, and then they make it very difficult to impossible to get the help they promise. I really regret going out of my way to spend $20k on this piece of c*** SO TAKE A ****** FROM ME AND BUY A DIFFERENT BRAND!!!Now I have had to order the parts myself so I can try to have transportation for my family to our home. All they can do now is compensate me for the parts and my labor.

  Business Response

  Date: 04/08/2025

  Dear BBB of *************, ****** & NE *******,

  Thank you for reaching out regarding Mr. ****** complaint about his 2024/SXS10M3P. We are sorry to hear that he is experiencing issues with his unit. Mr. **** contacted our office requesting assistance with towing his unit from his home to the dealership. Although the manufacturer's warranty does not cover towing, we contacted the dealership to explore possible accommodations for the customer. Unfortunately, we discovered that Mr. ***** unit is in a location that is not accessible and is six miles in the *****, up a **** that does not have vehicle access. Therefore, American Honda will not be able to assist with his request. Should Mr. **** need any further assistance, he is welcome to reach us at **************.

  
  Best regards,

  Jasmine

  Customer Relations

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23164388
  
  I am rejecting this response because:

  Honda is not offering to help me at all. Basically they have shown that if their unreliable machines happen to break down where its inconvenient for them to fix them, then they simply won't fix them, or give one bit of consideration to the customers that have shown them such loyalty over the years. I have no means of getting this non functional machine across miles of snow and down the mountain. However I am very willing to work with a Honda tech on the phone and install the new starter it needs, that's the only real option to get it moving. But no help from Honda warranty department. 

  This is disgusting, and I hope thousands of people can learn from my hardship and AVOID HONDA AT ALL COSTS!!

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

  Business Response

  Date: 04/11/2025

  Dear BBB of *************, ****** & NE *******,

  Thank you for allowing us to respond again. Our position remains unchanged. Although the manufacturer's warranty does not cover towing, we contacted the dealership to explore possible accommodations for the customer. We discovered that Mr. ***** unit is located in an inaccessible area. Should Mr. **** require assistance with the tow, he can reach out to his servicing dealership, which would accommodate a reasonable pick-up.

  Should he have any questions he can contact us at **************.

  Thank you

  
  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23164388
  
  I am rejecting this response because:

  This is just a nonsense response intended to confuse readers. They say "if you want help towing the machine out, contact the dealer", but that is exactly what they have been refusing to do, retreivethe unit and fix it. 

  THIS RESPONSE OFFERS NOTHING.

   

  
  
  Sincerely,

  Dexter Rice

• Initial Complaint

  Date:01/31/2025

  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.

  I am formally escalating an issue with ******* Powersports 59 in *******, *****, regarding my purchase of a Honda Metropolitan scooter. Despite paying in full on November 30, 2024, the dealership has failed to deliver the product or provide clear communication.On December 10, 2024, I was informed the unit I purchased was under a "stop sale" due to an issue they claimed was unaware of at the time of sale (hard to believe given it was on the showroom floor for over a year). I was assured a quick resolution, yet it is now January 24, 2025, and my repeated attempts to obtain updates have been ignored or met with vague excuses like "We are busy" or "We are waiting on our Honda representative."Seeking resolution, I contacted Honda *************, but my complaint went unanswered for a week. I had to call three times, and each time I was promised follow-up, which never happened. My complaint remains unread, and no action has been taken. This lack of responsiveness from both the dealership and Honda is unacceptable.I require the following immediate actions:A definitive delivery date for the Honda Metropolitan I purchased.A detailed explanation of the delays and why a "stop sale" unit was sold.A commitment to clear and prompt communication moving forward.If these issues are not addressed immediately, I will have no choice but to explore alternative actions. I expect a prompt response.

  Business Response

  Date: 02/03/2025

  We are sorry to hear you are having issues with the purchase of a new unit trough your dealership. We would be happy to assist you with you by contacting the dealer on your behalf.  Please reach out to us at ************.  

  American Honda Motor ********

  Powersports Customer Relations

   

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22883466
  
  I am rejecting this response because I have already reached out to the selling dealer, and they have demonstrated zero interest in delivering the product that was paid for back in November. What steps will Honda take to ensure that this will be resolved? Is it acceptable to take someone's money and refuse to deliver a product in Honda's eyes?
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/03/2025

  We Apologize for the confusion; we are asking that you contact American Honda Motor ******** Not the dealer.  We again would be happy to follow up with them on your behalf.

  American Honda Motor ********

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

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  -Purchase Date: 7/12/24 -Year/Make/Model/Vin: 2024 Honda Crf110, ***************** -7/12/24: After the documents for the sale of the vehicle were signed, I realized the vehicle was not running properly. The dealership informed me the fuel injector was diagnosed as the problem, and they would mail me the replacement part. -8/24/24: The bike was dropped back off at a Honda dealership to have the fuel injector replaced, however this did not resolve the issue. -I called and spoke to the service manager (****) a min of once per week for the next couple months until **** was terminated for undisclosed reasons.-A new service manager ****** was appointed. **** stated non of the work was actually completed that the previous manager told me was performed. **** stated my bike is a simple machine and should not take long to fix.-I contacted Honda customer relations to get involved in this case. A rep ******** was appointed my case. I contacted ***** once a week for the next month for regular updates. -12/13/14: ****** had no update for me for the 3rd week in a row after asking for her to discuss a buy back/replacement bike with her management. Then requested to be transferred to her manager ****** *** stated she would bring this up with management and would have and would follow up on 1/2/24 -1/9/24: I called **** no update -1/21/24: I called **** she stated "I can't advise you what to do, but there are other agencies that can assist in cases like these if you know what I'm saying". Then stated she would follow up with her management regarding a buy back -1/22/24: *** said Honda was not willing to consider a buy back or replacement at that time. Their only obligation is warranty repair. I emphasized the fact that this bike was sold to me not running properly and it has been 6 months. -1/27/25: The Bike has still not been repaired despite many replacement parts.

  Business Response

  Date: 01/28/2025

  American Honda appreciates the opportunity to address Mr. ******** concerns regarding his 2024 CRF110F.
  
  The matter has been thoroughly reviewed in collaboration with the servicing dealer and field staff, and it is being resolved in accordance with the terms of the *********** warranty. All relevant departments have been informed of the complaint to ensure comprehensive support. 
  
  American Honda regrets any inconvenience caused and remains committed to providing assistance. Mr. ******* is encouraged to reach out to his Case Manager at Honda Powersports should he require further clarification or support.
  
  Thank you for allowing us the opportunity to respond.
   
  Sincerely,
  AMERICAN HONDA MOTOR *********
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22861760
  
  I am rejecting this response because:
  
  American Hondas response proposed no further solution to my issue.  I have been a repeat customer of *************************************** all of my life and Honda has made no significant action towards rectifying this situation.  I was sold a bike from American Honda that has never ran correctly and has been in a service shop for 5 months with no sense of urgency of repair.  I have multiple interactions documented where employees failed to follow up by the promised dates.  I have been very patient throughout this matter, but at what point is a buy back or replacement bike warranted?  Again, I was sold a NON-running machine, this is not a problem that should be left with the customer to suffer through.  Why is there no accountability to the selling dealer who is a direct representative of American Honda?
  
  Sincerely,
  
  ***** *******
  

  Business Response

  Date: 01/28/2025

  American Honda regrets any inconvenience caused and remains committed to providing assistance. Mr. ******* is encouraged to reach out to his Case Manager at Honda Powersports should he require further clarification or support.
  
  Thank you for allowing us the opportunity to respond.
   
  Sincerely,
  AMERICAN HONDA MOTOR *********

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22861760
  
  I am rejecting this response because:
  

  American Honda is offering no further assistance in my case.  Honda has ignored my previous questions and stated I should reach out to my case manager.  

  I opened this case with BBB to further escalate this matter, because Honda is failing to resolve this in house.  

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

• Initial Complaint

  Date:07/03/2024

  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 2024 HONDA GROM BRAND NEW FROM DEALERSHIP ON 04-01-2024.250 MILES ON ****, THE TRANSMISSION WILL NO LONGER SHIFT GEARS. DROPPED **** OFF 06-01-2024 AT SILL'S MOTOR ***** - HONDA DEALER. TECHNICIAN CONFIRMED TRANSMISSION PROBLEM. PARTS HAVE BEEN ON BACKORDER EVER SINCE. SO MY **** IS SITTING DISASSEMBLED WITH NO PICK UP OR COMPLETION DATE. WAS TOLD TO CALL HONDA CARE. SPOKE WITH HONDA CARE CASE # ********.....HONDA CARE PHONE # ************ 2024 HONDA GROM - VIN # ***************** WAS TOLD THAT I THE CUSTOMER NEED TO GATHER THE NAMES OF PERSONS WORKING AT THE HONDA DEALER SHOP AND NEED TO FIND PART NUMBERS AND TRACKING INFORMATION THEN CALL THEM BACK . WHY AM I THE CUSTOMER RESPONSIBLE FOR COLLECTING THIS INFORMATION AND DOING THIS WHEN THE **** WAS PURCHASED NEW AND IS UNDER WARRANTY. I HAVE NO WAY OF GETTING THE PARTS OR GETTING THIS RESOLVED. AT THIS POINT I JUST WANT ME MONEY BACK BECAUSE THEY WONT FIX THE **** AND NOW I HAVE NO **** AND IM OUT $4,340.92.

  Business Response

  Date: 07/05/2024

  American Honda appreciates the opportunity to respond to ****************** concerns regarding his 2024 Honda Grom.
  
  At present, we are not aware of any unresolved issues but would like to investigate further and refer to the case number mentioned in ******************** statement.
  
  We regret any inconvenience *************** may have faced. Should he have additional questions, he is encouraged to contact Honda Powersports for more assistance.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR **** ****

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 have a 2023 Honda Grom that is being affected by a known factory defect in the transmission where the 2nd gear bushing has been incorrectly manufactured and causes overheating issues in the transmission. Running 5th gear for a short time will cause a rubbing noise to occur as a sign of the overheating. And the running noise will continue until down shifting to second. This is a well known issue in the ************** with their 5 speed motorcycles and it's known well enough inside Honda that they have a new part to fix it. However they refuse to issue a recall and do the right thing because it's a fairly uncommon issue and they don't want to pay for the fix. They won't even issue a service bulletin. I am required to get a dealer to crack open and confirm the issue, but my local dealer will not do it because Honda has not issued a service bulletin or recall. So I am in a revolving door of no one willing to fix the problem.

  Business Response

  Date: 05/20/2024

  American Honda appreciates the opportunity to review Mr. ****** concerns with his 2023 Honda Grom. We apologize for any concerns he is having with his product. Mr.****** can contact American Honda Powersports Customer Relations if he needs further asstiance. We can be reached at *************, Mon-Fri 8:30AM 4:30PM PST.
  
  
  Sincerely,
  
  American Honda Motor Co., Inc.
  Powersports Customer Relations

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21726494
  
  I am rejecting this response because:

  I have contacted Honda customer service department twice and their customer service agents will not help me. Because Honda has not issued a service bulletin or a recall, the customer service agents can't do anything without a report of issues from my dealer. But my dealer won't look for problems because Honda has not issued a service bulletin or a recall.

  I believe I stated this in my initial complaint, so it is clear that Honda did not even read my BBB complaint and responded with a copy and paste response.

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

  Business Response

  Date: 05/20/2024

  Mr.Spangs can contact American Honda Powersports Customer Relations if he needs further assistnace. We can be reached at *************, Mon-Fri 8:30AM 4:30PM PST.
  
  Sincerely,
  
  American Honda Motor Co., Inc.
  Powersports Customer Relations

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21726494
  
  I am rejecting this response because:

  Wow. It is quite clear that Honda does not care about customer service as they can't even take a minute to read my complaint and address it accordingly. Instead Honda will just reply with the same copy and paste response. 

  It seems the path of using BBB for complaints is failing and I will talk to a lawyer about filing suit, probably class action, against Honda for failing to issue a recall for this factory defect.

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

• Initial Complaint

  Date:04/17/2024

  Type:Delivery 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 made a down $500.00 payment on a CRF300L in February 19, 2024. The dealership says you cannot place an order, but rather they are awaiting an allocation from Honda, and that Honda will not communicate when this order could be fulfilled. This is obscene - taking money from customers with no information on when the product will be delivered. This way of doing business should be criminal. At the least, they should be obligated to provide an estimate of delivery date.

  Business Response

  Date: 04/22/2024

  American Honda appreciates the opportunity to respond to ********************** sales concern. We apologize for the delay in receiving his machine. We do not have access to the dealerships inventory. We recommend you stay in contact with the dealership for further assistance as they will have the most updated information on units ETA.
  

  Sincerely,

  
  American Honda Motor Co., Inc.
  Powersports Customer Relations

• Initial Complaint

  Date:04/09/2024

  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.

  Purchased on 11-11-2023 at ***** Powesports in ******* Drove it once in ** and I couldnt get it to shift into 3 or 4th gear ***** drove it too and had a hard time getting it in gear **** our neighbor drove it, same issue We headed back to ** the next daydidnt ride it at all due to weather here in ****** Tried to ride it a couple times in December and couldnt get it to shift.Called ******** Powersports in ******, closest Honda dealer to us, to schedule an appointment Picked it up on 1-10-24 It was there more than 3-weeks, nothing was repaired and they charged me $95 for the diagnostic service. One of the techs *************************** rode it a couple times and he had the shifting issue, the other guy didnt, so it was inconclusive so we decided to pick it up and try somewhere else.On 1-11-2024, I filed a case with American Honda #********, I told them we are not taking it back to ********, so they recommended ******** Motorsports in *******. I called and made the appointment at ******** Motorsports, dropped the bike off on 1-19-24. They filed there own case as well. They had to replace almost everything inside the shifting mechanism, tear apart the factory case, they drove it a few times, same shifting issue. They contacted Honda and more replacement parts were installed. *** contacted me after the other parts were installed and thought we could come pick it up. We drove there and they said they wanted to put more miles on it before they released it. The service manager, ****, rode it and it was having the same issues but seemed to get worse. So as of 2-23-24, still had same issue after replacing everything but the case itself. *** called me again and said they put more miles on it and the shifting got worse, so back to the drawing board. She said they were now going to replace the case. On 2-27-24 11;45 AM, I HAVE MORE DETAILED INFORMATION

  Business Response

  Date: 04/12/2024

  
  American Honda appreciates the opportunity to address ************************** concerns regarding his 2023 Honda MONKEY125A.
  
  The matter has been thoroughly reviewed in collaboration with the servicing dealer and field staff, and it is being resolved in accordance with the terms of the *********** warranty. All relevant departments have been informed of the complaint to ensure comprehensive support.
  
  American Honda regrets any inconvenience caused and remains committed to providing assistance. ********************* is encouraged to reach out to his Case Manager at Honda Powersports should he require further clarification or support.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR **** ****

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21550465
  
  I am rejecting this response because: I bought a NEW motorcycle, not a factory second and have not been able to ride it since I purchased it in November 2023. Not acceptable to me at all and not fair. It should be replaced with a new one or I want my money back.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/15/2024

  American Honda's commitment to comprehensive support is further underscored by the proactive involvement of all pertinent departments. ************************** continued trust is valued, and Honda Powersports' *************** team remains available for any additional assistance or clarification needed.

  Sincerely,
  AMERICAN HONDA MOTOR CO., INC.

   

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21550465
  
  I am rejecting this response because: 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/02/2024

  American Honda appreciates the opportunity to address ************************** concerns regarding his 2023 Honda MONKEY125A.
  
  The matter has been thoroughly reviewed in collaboration with the servicing dealer and field staff, and it is being resolved in accordance with the terms of the *********** warranty. All relevant departments have been informed of the complaint to ensure comprehensive support.
  
  American Honda regrets any inconvenience caused and remains committed to providing assistance. ********************* is encouraged to reach out to his Case Manager at Honda Powersports should he require further clarification or support.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR **** ***

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21550465
  
  I am rejecting this response because:I still haven't received any correspondence regarding my complaint filed. I still do not have my motorcycle back and they are not able to repair it after all of these months.  Please let me know.  Thank you!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/29/2024

  American Honda appreciates the opportunity to address ************************** concerns regarding his 2023 Honda MONKEY125A.
  
  American Honda regrets any inconvenience caused and remains committed to providing assistance. ********************** is encouraged to reach out to his Case Manager at Honda Powersports should he require further clarification or support.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR ******** here...

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have a problem with Honda Motorsports' lack of support for my recently purchased 2024 Honda Goldwing. I bought it on the 19th of December and called Honda Motorsports **************** on the 29th of December. It took me a while to realize the Honda Goldwing manual was incorrect in its instructions, and through trial and error, I got Android Auto to work. However, I kept getting communication errors, and the system was flaky. When I explained the problem to customer service, I was told I needed to return it to the dealer. I did what I was instructed, and the dealer did what Honda told them to do, but now Honda says they will not cover the work.I contacted Honda **************** again, which is one of the worst encounters I have had with any customer service representative. ****, the **************** Representative, told me that the issue was not Honda Motorsports' problem; it was between the dealer and me. He told me I should have known I was responsible for applying the patch. **** said that the dealer should not have applied the patch without telling me there was a charge, and therefore, I should have done it myself if I did not want to pay. I asked **** if he thought I should go and get the motorcycle in the middle of the dealer troubleshooting, apply the patch myself, and then return it to the dealer to continue troubleshooting. His answer was yes. I asked to escalate the issue and talk to a superior. **** refused. I told him there is a problem with a brand-new motorcycle not functioning correctly, and him telling me it is not covered under warranty. He told me to return it to the dealer and work it out with them. Is this how Honda Motorsports treats its customers? I followed Honda's instructions, and the dealer followed Honda's instructions, but Honda is not taking ownership of the decisions or the problem.

  Business Response

  Date: 02/14/2024

  Thank you for your patience while American Honda reviewed **************** concerns with is 2024 Honda Goldwing.
  
  American Honda has reviewed the customer's concerns with the servicing dealer, and determined that the concern was related to a non-warrantable repair. We have notified appropriate departments regarding his complaints.
  
  We regret any inconvenience the customer may have experienced.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR CO., INC.
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21250861
  
  I am rejecting this response because: Honda Powersports recommended the reseller apply an update that did not fix the problem and then told the dealer the update was not covered under warranty. The update that Honda recommended did not fix the problem. I worked with the dealer and discovered that the communications error I received was caused by the Honda-provided foam sleeve that overheats phones connected to Android Auto, which is also fast charging. The error creates an issue with the display system by flipping between Android ************************ and other functions, significantly distracting riders. The problem is a safety issue, causing distracted driving.I, for one, was in ***************** Traffic (near **), traveling at 65mph when the problem occurred. It took my concentration from the road as I attempted to disconnect from Android Auto. Other Android phones have had the same error on the motorcycle, and my phone works perfectly in other vehicles.

  I went out to social media and discovered the issue is a common problem in 2018-2024 Goldwings.Honda Powersports rejected any responsibility for the issue. I would also like to note the update that Honda recommended was released over nine before I purchased my 2024 Goldwing. I question why, if needed, the update was not applied to the NEW motorcycle before purchase.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  Thank you again for notifying us regarding **************** concerns surrounding his 2024 Honda Goldwing.
  
  We recommend that **************** return his unit to any authorized servicing dealership for inspection. The authorized dealer will address any warrantable manufacturing defects if duplicated.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  AMERICAN HONDA MOTOR **** ****

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21250861
  
  I am rejecting this response because: This is how we got here in the first place. Hondas comments are contrary to what it tells its customers and dealers. I contacted Honda **************** and described the problem with my 2024 Goldwing, and asked if there were any known issues. They told me to take it to the dealer, which I did. The dealer followed Hondas instructions, and then Honda said it was not covered under warranty. When troubleshooting, we were able to recreate the issue, which is how we isolated the overheating to the foam sleeve.
  

  When speaking to Honda, they rejected any responsibility for the issue, stating that the Android Auto system is not a component that is covered under warranty on a brand-new motorcycle. Honda has also rejected the issue being a defect or design issue. Honda knows this, and it is apparent by its statements to the BBB by highlighting warrantable manufacturing defects. Their lack of coverage would have been good to know prior to telling the dealer to apply an update that was irrelevant to the issue, and then stating the update is not covered.
  

  I have time and a monetary investment in troubleshooting Hondas issue. I paid cash for the motorcycle in December.  As an additional insult to the issue, Honda still has not sent a certificate to title after two months, preventing me from registering my motorcycle. 

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

• Initial Complaint

  Date:11/20/2023

  Type:Order 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.

  For the first time since I incurred the loan for a 2021 Honda CRV in June 2021, Honda America Finance has started charging late fees. On the statement dated October 15, 2023, they charged $26.23 on 9-16-23. The monthly due date is the 6th of every month, and in my contract I have a ten-day grace ******* I tried calling a finance rep in Gadsen but we missed each other's calls. I called the ************** for help understanding the grace ******* the first time I was on hold for 23 minutes with no one ever answering the call. I tried again the next day and stopped holding after 32 minutes with no answer. I have sent a message with my last payment for someone to call me and no one has. I tried to get a live person to talk with at the website, and no one has called me. They just send emails and never answer my request to talk with someone. I have been charged two late fees now.

  Business Response

  Date: 11/20/2023

  Tell us why here...Thank you for allowing American Honda Powersports to respond.  According to the information submitted, ****************** has a 2021 Honda CR-V with a financing concern. Honda Powersports recommends that she file her complaint with American Honda ******************* (AHFC), not Honda Powersports, Motorcycle division.

  
  Thank you,
  Honda Powersports

• Initial Complaint

  Date:09/15/2023

  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 my 2023 CRF450RL from ***** PowerSports ************ ******** in April of 23. After almost 300 miles I started by adjusting rear shock absorbers, I followed the owners manual to ***, it stated to adjust the dial clockwise until it stops and adjust back from there. The very first time I touched the adjuster it did not stop going clockwise. I immediately stopped and the next day I reached out to the salesman that sold me the bike with my issues. He told me to take the bike to ******** ******** Honda to have it repaired since it was failed from factory. I took my bike to ******** and the technician looked at it on the spot and confirmed that it was broke from the factory.He ordered the part and told me that there wont be an issue getting it warrantied. After 2 weeks the parts manager called and told me that they denied the warranty and refused to tell me why and wouldnt let me talk to the technician and said I have to pay. I called Char at ***** and she had me bring the bike to ************ and she would get it taken care of. They had to contact me to have me send pictures of the owners manual because Honda didnt have that information. I would expect that Honda would take care of me considering this issue was found when the bike was new. Once the part was delivered to the dealer they installed it and I got a text message my bike is ready to go. I called **** and she told me that Honda was not taking care of me after two months of back and forth, and that to get my bike back I need to pay $1000. I could tell she wasnt happy about the information she was telling me and she apologized and said there was nothing she could do. Up until this point every single person I talked to at ***** said they were going to take care of this for me and make this right after all of this. And they all agreed that I was not at fault and they were gonna make it right. I want my bike back in the condition that I payed for. The shock adjuster was failed from the factory.

  Business Response

  Date: 09/18/2023

  Hello,
  Thank you for allowing American Honda Motor **** **** to respond to your concerns. 
  The consumer, ******************, has been in contact with our offices regarding the concerns he's expressed. 
  After a thorough review of the matter, we have concluded the failure was not due to a defect therefore there is no warranty coverage for the repair.
  This information has been communicated to the customer through the dealer and our customer relations department.
  
  Thank you,
  Powersports Customer Relations
  Case: ********

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20611510
  
  I am rejecting this response because as I and the dealer stated the failure was not my fault. The failure was discovered almost immediately after purchase and both Honda of Hastings ******** and Honda of ************ ******** agreed I was not the cause. Furthermore Honda had asked me to provide them with pictures from the Honda owners manual that came with my bike. Honda didnt even have their own owners manual they had to ask the customer to send pictures and explain the operation of the rear shock because they did not know. So they can say whatever they would like but if you the business is asking the customer for info on the part because you have no clue how it works then me the customer has zero faith in your decision because you are in fact wrong. Your part was failed from the factory and I was drug through the mud and disrespected by Honda. I payed money for a brand new bike and it had a failed shock. You can lie as much as you would like but that part was failed from factory and the fact I had to supply Honda with the instructions to adjust it is evident to me you are scamming your own customers out of a warranty they paid for. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 09/18/2023

  Mr. *****,
  We apologize for the circumstances which led you to contact our customer relations dept. 
  At this point in time, after a thorough review of your case, we have not identified a defect with the suspension components of your 2023 Honda CRF450RL, VIN: *****************.
  The warranty will cover defects in material or workmanship.
  Thank you for your time.
  Powersports Customer Relations
  Case: 14121470

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20611510
  
  I am rejecting this response because as stated there is a material defect in the shock and regardless of your opinion myself along with every tech that has looked at it has stated the contrary. Your company is in the wrong and you can scam and lie as much as you want but I purchased a new motorcycle from Honda with a warranty and its clear Honda is a deceitful company that will scam their own customers for profit. Respectfully this is it the way to treat a customer and you should be ashamed of yourself for it.
  
  Sincerely,
  
  ******************