Complaints

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• Initial Complaint

  Date:02/12/2025

  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.

  On 12/27/2024 I purchased a new 2025 Honda Pioneer 1000 Deluxe (***********) side by side with several accessories and paid cash (check) for everything. Prior to purchase, I mentioned the absence of three on/off dashboard switches **************) that had been included on this model in 2022-2024 and that I believed they should have been included in 2025 as well. A few days after purchase and delivery, I also discovered that the raised HONDA lettering on the tailgate (***************) had significant scratches after the light hit them at an angle. I reported this to the salesman a few days after purchase, but he transferred me to the parts department, who never answered the phone. Eventually, Honda released the public-facing parts lists and diagrams for the 2025 Honda Pioneer 1000 models and I discovered that I was right all along, the three on/off dashoard switches (*************) should have been included. This infuriated me, so I contacted Big Hometown Motorsports and informed a sales manager about my concerns. The sales manager immediately became dismissive and said there was nothing he could do because their parts manager said the on/off switches were not included, despite direct conflicting information obtained from the parts diagrams controlled and published by Honda. The sales manager also seemed to imply that I was lying about the scratches on the tailgate. The total cost of the tailgate and switches is less than $150 for a machine that I paid close to $25,000 for less than 1.5 months prior. Yet the dealership refused to help me, not even as a courtesy gesture, which is a classic sign of a bad dealership with very poor customer service. I won't forget this, and had planned to also buy a new Honda Pioneer 520 this summer so my wife and I could easily go riding on some of the more narrow width-restricted trails, but I won't be purchasing it from Big Hometown Motorsports. I will also tell everyone I know to avoid them like the plague.

  Business Response

  Date: 02/12/2025

  Hello,

  Mr.  ******* is wrong about the switches on the Honda he purchased. The Honda Pioneers did come with the switches installed in 2023 and 2024 models, but the 2025 models do not come with them installed. They come with pre-wired blanks, and you can add them if desired, as he was told at the time of purchase. He also examined the unit before delivery and went in the delivery truck with our employee. He then contacted us a week or so later to complain about the switches, and that there was a hairline scratch on the tailgate when the light hit it a certain way. This is an off-road unit that could obtain a scratch at any time in use. We do not feel we have done any injustice too Mr. ******* and feel this complaint has no bias. 

  Thank you

  Customer Answer

  Date: 02/27/2025

  I'm right about the on/off switches *************** that should have been included on my 2025 Honda Pioneer 1000-3 Deluxe *************. If the switches were not included, they wouldn't have been shown the 2025 parts diagram for my exact model. For comparison, the base model 2025 Honda Pioneer 1000-3 (***********) doesn't include the on/off switches, and consequently they aren't shown on the parts diagram. Again, the parts diagrams are controlled and published by Honda.
  
  The dealer is intentionally misrepresenting how I described the scratches on the black plastic tailgate (***************), which were certainly not described as being "hairline". Furthermore, the dealer trying to imply that the scratches don't matter because it's an off-road vehicle is absurd because they have no way of knowing how I will use or maintain it. Besides, if the dealer really believed that the scratches don't matter, they would be happy to exchange my scratched tailgate for a new one.
  
  Again, the total retail cost of the tailgate and switches is less than $150 for a machine and accessories that I paid more than $20,000 for. Yet the dealership refused to help me at all, not even as a courtesy gesture. It also explains the dismissive and perhaps even flippant attitude of the sales manager when I brought my concerns to his attention. They were very friendly and helpful until they had my money, then the mask quickly disappeared and the truth was revealed.
  
  Lastly, I finally got the title from the *****, but the dealer screwed that up too. They were told multiple times to use "name one" OR "name two" for husband and wife, but they used "name one" AND "name two", which requires me to visit the ***** in person and pay $15 to correct their mistake. I was somehow able to get the dealer to reimburse the expense, although it does nothing to compensate me for my time.
  
  I've filed a formal complaint with Honda, but expect little will come of it. However, I did learn to NEVER trust a dealer.

  Business Response

  Date: 02/28/2025

  The 2025 Pioneer that Mr. ******* purchased DOES NOT come with the switches included. You are more than welcome to check with Honda. 

  The wiring diagram shows the switches because the wiring is run in the unit if a customer decides to install them. Mr. ******* inspected, and test drove the unit

  before we delivered to his home, and nothing was mentioned about the tail gate. We are going to stand by our first reply that this compliant has no merit.