ComplaintsforSouthern Honda Powersports

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Exceptionally poor service and questionable ethics. Above all, I have not received everything I paid for and that was promised was 'in the toolbox'. Also haven't received proper documentation to file with my DMV though it may be within the normal timeframe.

  Business response

  03/20/2024

  The customer was missing his owner's manual, which is typically under the seat with the "tool kit". To our knowledge that is the only item he is missing. Our sales manager has been in constant contact with the customer. He provided him with a copy of a digital version of the owner's manual while we waited for a physical copy of the owner's manual to be delivered. The physical owner's manual is a "print on demand" part that we order from Honda, which means it can take some time to produce. The manual was shipped to the customer and should be delivered no later that 3/22/2024. The customer should have everything he needs to register his vehicle at the DMV. Our sales manager was in contact with the customer, regarding this paperwork, when this complaint was filed. He had a tracking number for the shipment on or before 3/6/2024 and the parcel carrier attempted delivery on 3/7/2024 (14 business days after the purchase).    

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2022CBR1000RR used with no warranty from dealer themselves but claimed I had some factory warranty left. Anyways went to warm the bike up everything went great. Rode 15 miles down road and shut it off. 10 min goes by I go to start and go home the bike struggled to start. After switching modes etc it started right up. Got home and shut off, did the same thing. I’m looking to make sure I get this fixed under warranty that I claimed to have.

  Business response

  02/21/2023

  We fixed his motorcycle and had him back on the road within a few days. The stated problem was an issue with his battery. I believe that customer is satisfied that we resolved the problem.

  Customer response

  02/21/2023

  
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 03, 2022, I bought a 2018 Honda Goldwing GL1800 Trike from Southern Power Sports. It had 19,994 miles on it. I bought it with no warranty and that was OK. But I assumed the dealership had checked it out mechanically and not sell anything that was unsafe. However, I was wrong. My wife and I had trailered it to Florida, with some friends. On the 3rd day of the trip, November 2nd, we were riding and as we approached a Signal Light the front wheel locked up. Fortunately, we were slowing down for the light. It almost threw us over the handlebars. If we had been going faster, we would have been thrown from the bike and badly hurt or possibly killed. I had it hauled to the Honda Dealership in Panama City and after removing the front wheel they said the front brake was completely worn out. It was so bad they had to replace the pads, the caliber and the disk.

  Customer response

  01/05/2023

  I am happy to say that Kyle D*****, from Southern Honda Powersports, & I settled this matter yesterday. Mr. D***** reimbursed me for the repairs and Towing, which is what I had requested. I want to thank you for your help.

  If you need anything else from me just let me know.

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

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my new motorcycle tires mounted and balanced by Cycle Gear. After reinstalling the wheels and testing them I noticed a slight vibration above 60mph. I took it to to Southern Honda to correct this, on the phone I was told it would be $40 and 45min to 1hr for the service. After waiting in the lobby for over 3hrs and being charged $80, I tested the bike and found a severe wobble above 60mph. They offered to correct their mistake the next day. After waiting another 3hrs I asked them to just put the bike back together and to give me a refund. They declined the refund stating that because they only got to "balance" the rear tire and not the front they could not provide a refund. When I left this second visit the wobble was even worse. I went to Harbor Freight and bought a cheap $40 balancer to do the work myself. I only balanced the rear and the bike is now perfect. To me this means that they did not need to touch the front tire, and a refund should be in order. My biggest complaints being: 6hrs to balance a tire is ridiculous when I can do it in 30mins, using thousands of dollars in fancy balancing equipment loses to a $40 consumer tool, and that their GM decided not to correct this given the prior information.

  Business response

  10/31/2022

  The customer is correct that he had to wait for too long on his first visit. I apologize for the long wait.

  As far as the vibration problem is concerned, both Cycle Gear and Southern Honda Powersports use advanced balancing equipment everyday. We make mistakes sometimes, and I'm sure Cycle Gear does too, but for two separate companies to have problems with these tires could be a symptom of another problem. We use our tire machines everyday and have not had any trouble with balancing tires. This led us to believe that there was another cause of the vibration. When we offered to pick up the motorcycle it was a show that we stand behind our work, but it also was so the customer would not have to wait as we attempted to diagnose the problem. Our fear was that it might be a problem with the tires, wheels, or something else. When the customer chose not to wait, it took away the chance for us to complete our due diligence in correcting the problem. I am glad the customer was able to somehow lessen the vibration, but there may still be an underlying issue that still exist.

  We will issue a refund. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 25, 2021 I bought a new Honda Africa Twin from Southern Honda Powersports in Chattanooga TN. I had them do the 600 mile service. From 600 miles to 3000 miles the bike used one quart of oil. From 3000 mi. to 4000 mi. the bike used another 12 oz of oil. Chris, the mechanic told me that a new Honda should not use that much oil. He said for me to bring it to the dealership and he opened a warranty repair order with Honda Factory. My bike stayed in the shop for 33 days. Honda agreed that the oil use was excessive and authorized the dealer to change the oil to full synthetic oil and to do a seal test for 500 miles. After the 500 mile test the oil level was not low. I was told by Chris to continue to ride the bike and monitor the oil use. He said "we have plenty of time on the warranty and if it continues to use that much oil, that he would go into the motor to figure out what the problem was". From 4500 mi. to 5500 mi. the bike used 12 oz of oil. From 5500 mi. to 6000 mi. the bike use 12 oz of oil. I reported to Chris and James P****** (service manager) that the bike was continuing to use excessive oil. James P****** told me to call Honda Customer Service. Bradley at Honda told me that my bike can use a quart of oil every 1000 miles and they do not care. How is it that Honda recognized that my bike was using excessive oil at 4000 miles and approved a warranty full synthetic oil change and ordered a seal test and now they say there is no problem? How is it that Chris told me at 3000 miles that the oil use was excessive and from 5500 miles to 6000 miles the bike doubled its oil use since then and now the dealership changes information in mid-stream to say all is OK? Chris and James P****** both tell me that his oil use is not typical of a new Honda. I have a lemon. Honda should fix or replace my bike under warranty.

  Business response

  04/18/2022

  Southern Honda Powersports is an authorized dealer for the Powersports division of the Honda Corporation. The decision to approve warranty claims, perform additional work, or replace a powersports unit is made by the Honda Corporation not the dealer. The oil change, seal test, and observation period was done at the request of Honda Warranty. This action was taken to observe the oil usage over a certain period and compare that data with a similar motorcycle at a Honda Facility. Honda determined that the oil usage was in the normal range. The dealer did not make this determination. 

  We will gladly buy or accept the current bike as a trade-in, but the bike would be valued as a used unit with over 6,000 miles.

  Any further repair or replacement would be approved and paid for by the Honda Corporation not Southern Honda Powersports. 

  Customer response

  04/18/2022

  
  I am rejecting this response because:The mechanic, Chris, at Southern Honda Powersports told me that my oil consumption is excessive. This excessive oil use is what prompted the dealership and Honda factory to authorize a seal test.   After the seal test was completed Chris told me that I should continue riding the bike and monitor the oil use.  Chris told me that I had plenty of time left on my warranty and that if the bike continued to use oil at the same rate that had resulted in the need to conduct a seal test, that he would go into the motor under warranty and fix the problem.  My oil consumption has increased two fold since the seal test was authorized.  The dealership is not keeping their word to me.  I have a problem and they show no concern for me as a customer who bought a brand new motorcycle from them.  They told me they would give me $10,000 for my bike but that if it was them they would sell it as an individual.  The sales person said that my oil consumption is not typical for a new Honda indicating to me that I have a problem that should be addressed under warranty.
  
  Sincerely,
  
  **** ********

  Business response

  04/28/2022

  Honda American Motor Co, Inc. - Powersports Division is the entity that sets standards for warranty claims, including oil consumption. Honda has determined that the motorcycle in question fell within the acceptable oil consumption range. The comments made by Southern Honda Powersports employees, regarding the oil consumption being high, were merely the professional opinion of the employees. Honda Corporate has the final say in what will and will not be covered. The fact that the bike in question was tested and looked at so closely was the direct result of Southern Honda Powersports advocating on the customer's behalf. We pressed until Honda established a standard for oil consumption for the Africa Twin. Southern Honda Powersports only performs warranty repairs, all approvals and payments come from Honda American Motor Co, Inc. - Powersports Division. Southern Honda Powersports would be happy to continue to advocate for the customer to resolve the matter, but the ultimate decision regarding a remedy is Honda American Motor Company's. 

  Customer response

  04/28/2022

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

  The mechanic at Southern Honda Powersports named Chris told me that my oil use was excessive.  He said that if it continued that he would go into the motor and repair it.  He told me not to worry because I had plenty of time on my warranty.  He said that he had an open ticket to work on my bike.  Honda factory recognized that my oil use was excessive or they would not have opened a repair ticket and ordered a seal test.  My bike has been in the dealership repair shop for 36 days which exceeds the time requirement to qualify as a lemon under the Tennessee Lemon Law.  My oil use increased to twice the amount when Chris said it was excessive.  When I called to report my problem getting worse, James  P****** emailed me that I needed to contact Honda customer service.  The factory rep told me that my bike could use one quart of oil every 1000 miles and that would be OK with them.  The sales manager at Southern Honda said he could give me $10,000 for my bike but that if it was him, he would sell it his self for $13,000.  He agreed that the oil use was not typical of a new Honda motorcycle.  Honda factory says it is not their problem and they will not support the dealership.  The dealership says that it is not their problem and since Honda factory will not support them that they will not support me as the customer.  That leaves me as the customer to have a problem.  Chris promised me that he would fix the bike but now he will not.  When Honda factory says that a new Honda using one quart of oil in 1000 miles is their acceptable standard, they are setting the standard for Honda quality and reliability below the industry standard for any motorcycle brand that I know of.  I have owned and ridden motorcycles constantly for the past 50 years.  When Honda sets its standard of one quart of oil consumption in 1000 miles on a new motorcycle, they make their product uncompetitive against all other brands.  Honda has placed its product quality, reliability and customer service at the bottom of all other available brands.  Given this Honda standard, I will place Honda at the bottom of all future new or used product purchases.  I will communicate to my friends, social media sites and association members that this is what to expect from the Honda factory and their dealerships.  I will recommend that they place Honda at the bottom of their list of options when deciding what new or used motorcycle to purchase.  Honda has decided to choose immediate, short term profit over product reputation and maintaining customer loyalty.  

*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. ↩