Frustrating is the only word I can use to describe my experience with my brand new 2016 Honda Pilot. I don?t know if it was a freak occurrence or maybe I?m just unlucky, but I drove my Pilot off the lot and about 10 miles later the Touch Screen Infotainment system just stopped working. I was ok with that honestly, things break, car manufacturing isn't a perfect process. However the thing that is unforgivable and what warrants a 1 star review for my brand new car is the face that getting Honda to repair it has been an absolute clown show. I?ve owned the car for 25 days and I?ve only had the car to drive for 5 days because the last 17 days the car has been in the shop. So here follow my timeline and make your own decision about whether or not buying a new Honda Pilot is right for you.
Day 1: I bought the car and drove it away. The sales process was clean and efficient. I drove 10 miles home and on the way my infotainment touch screen started fading to black.
Day 2: Driving the car around town the infotainment screen just stopped functioning entirely. Just a black screen that would show lines. Made an appointment to get the car in the shop the next day.
Day 3: After staying at the dealership for 3 hours Honda told me their computers found nothing wrong, and that I should leave the car there and take a loaner while they called Honda Tech support to figure out the issue. This wasn?t immediately possible as I was planning an out of state trip that weekend so I said I would bring it right back on Monday.
Day 7: After driving the car all weekend the infotainment system never worked once. It?s a blessing that I could control the radio was from the buttons on the steering wheel. I took the car into the dealership, and drove away with my loaner. All in all I had put about 780 miles on the car (150 miles of which was driving it back and forth to the dealership) They told me they hope to have it fixed in ?a few days?. Great.
Day 10: Haven?t heard back from the dealership so I give them a call. The tech line said they should just replace the entire infotainment system, it?s on order and they should have the part some time this week. They hope to get me the car in ?a few days?. Great.
Day 14: The part didn?t come over the weekend. We?re investigating why the part order didn?t go through. We?ll get this cleared up and get the car back to you as soon as we can. At this point Honda has had my car longer than I have. We?re starting to get really upset so we call Honda of America Corporate to see what's the problem. They said the dealership should figure it out and there is nothing they could do about it. They gave us a case number incase there was a problem.
Day 16: We?ve ordered the part but it?s on hold. They won?t release it to us yet. At this point we?re wondering if the part even exists. This is where we start pulling our hair out from frustration.
Day 17: I get a call from manager for my region at Honda Corporate. He seems just as upset as I am at how this has been handled and assures me that he understands my frustration. He say?s he?ll talk to my dealership's service manager and get the part shipping expedited. He says he?s going to investigate and crack skulls and call me the following Monday Day 21.
Day 22: The regional manager from Honda of America calls me back and tells me the part still hasn?t been ordered. That he?ll call me back with an update later this week.
This is today. At this point all I feel is silent rage. The car was fun to drive, the features were amazing but how can I feel excited at this point. My brand new car that I paid for now just feels like it's a refurbished lemon. We?ve been given nothing but the run around by Honda and NOTHING has been done. THEY HAVEN?T EVEN ORDERED A REPLACEMENT PART SUCCESSFULLY. I?m exhausted. This was the first new car I?ve ever purchased. It?s been in the shop for 17 days and at this point I hope they keep the car in the shop another 10 days so they will be forced to replace or buy it back via the lemon law. It?s just been a customer service catastrophy so buyer beware and pray if your Pilot breaks that the replacement part actually exists.
2016 Touring Review- The Ugly, the Bad & the Good.
written on 01-13-2016
Touring w/Navigation and Rear Entertainment System 4dr SUV AWD (3.5L 6cyl 9A)
I had an older Mercury villager that still ran great but lacked the looks. Wife and kids wanted bling bling with Nav, DVD, AWD etc. We test drove the 2016 pilot.
I drove an MDX a few times which is owned by a friend. That will be my benchmark.
Well, The Honda Sensing package was the ONLY reason I was attracted to the 16 Pilot. The shape and other changes in 16 seemed frivolous to me. I wanted a SUV that works great & safe in Chicago's winters. I wanted to get the EX with sensing. Wife wanted leather (EXL), kids wanted the DVD, friends chimed in and we were looking at the Touring.
A south side Chicago dealer quoted 2k below list on the phone. We drove 2 hours in traffic to get it. When we were ready to buy, he raised the price by $1799. When I asked he said there were some useless dealer added options (paint stripes and door molding..). I came home and complained to Honda USA Inc about the false advertisement. They said we hope you buy a Pilot from another dealer. That bothered me a bit that Honda Inc. didn't care about that dealer.
The Touring MSRP is 43700. Chicago Tax of 10% and extended warranty put it closer to 50k. I still have a sticker remorse heartburn when I think of the price. This thing was hard to get. Lot of dealers added unnecessary options that bump the price higher and most were selling at the MSRP. A dealer nearby quoted 42k (1700 below list) and we decided to buy it. I came to know later that he made up some money on the overpriced ext warranty. Ahhh car dealers.
I have been driving the touring now and these are my observations.
The things that I hate was that even Touring does not have blind spot monitoring and does not have parking sensors on the front bumper. Only on the rear bumpers. No blind spot monitoring on a 2016 SUV that people have to shell out close to 50K? You have to go to Elite for that. Come on Honda - Elite is your greedy option. They should have added the blind spot and the front bumper sensors on lower models. Even Subarus have blind spot detection.
There is a camera on the passenger side mirror and not on the drivers side. In case it is counter intuitive to look at the right (console) while you want to go to the left lane, how come the MDX has cameras on both the sides?
The steering wheel is light and I do not get a feeling that I am driving such a big SUV. Maybe I will get used to the steering.
Navigation: I think google maps on the phone are much better, especially when you want to search.
The remote start is disappointing. I have to park a bit away at my work and the range is not enough. There is no indicator on the remote to indicate if the car started or not. My old car has a 2 way remote start. Some times it remote starts and other times it wont. Honda saved $50 by making a 1 way remote start. Great Savings Honda;)
Noise : We had a storm recently and it was windy. When I drove, the noise was very loud. Could have been better noise insulated.
SNOW...ahh driving in snow. While moving the car from the parking spot, the rear parking sensors beeped. Maybe the bumper sensors think snow is an obstruction. The sensors beeped even when I wiped clean the sensors during snow.
I was driving about 45 MPH on a highway during snow. There was no vehicle in front on me. Guess what? The auto brake mitigation was activated for a few seconds and the vehicle slowed down from 45 to about 30 MPH. I was able to push the gas and continue normally. It kinda bothered me that it incorrectly detected snow as an obstruction. What if it stops in the middle of the highway? Hope the ones behind you have good insurance.
The sound is OK. They should have had a better sound system. FM radio isn't great.
The leather seemed OK compared to the leather on the MDX.
Mats - Can't they use weathertech like mats?
Lane watch - It has its own mind when there is snow on the roads or if the roads are dirty (winter). I guess the lines are not clear enough for the camera.
Warranty: For the price they should have at-least 4 year warranty like some other brands. There are too many electronics and you will be forced to purchase extended warranty.
Spacious, enough space in the 3rd row. AWD is good. Drives good. Looks good. Handles well. USB!!! Blue Ray DVD player. My wife thinks it is easy to drive even though it is big. The cameras help. Honda Sensing features are very useful. Bluetooth is good. Phone integration is good and fast. 2 drivers seat settings. auto lights. Fog lights. LEDs. Good family car. Mileage is decent. Regular gas. Heated seats. Lot of options on the steering wheel. Keyless start......and more
Load it up and go places!
1. No Android Auto or Apple CarPlay. Honda won't even tell owners why their $40,000+ flagship doesn't have these features when their Accord & Civic do. Honda ignores all inquiries regarding this.
2. Incoming or outgoing Bluetooth phone calls are dropped if either right or rear camera is started; as in lane change or reverse gear.
3. Bluetooth voice commands are very unreliable.
4. USB audio fails to start 1 out of 4 times on ignition turn on.
5. USB audio status not saved; restarts at 1st folder if ignition turned off.
6. USB audio has no Pause or Play buttons.
Honda has not corrected any of the infotainment system issues. I have been asked several times if I wanted a Honda Rep. to call me regarding these issues and I have indicated that I would; so far, no call or email correspondence.
My review stays the same "Infotainment system s a disgrace!"
Elite w/Navigation and Rear Entertainment System 4dr SUV AWD (3.5L 6cyl 9A)
We bought the 2016 Pilot Elite in December since we were expecting twins in July. Due to owing previous Honda's in the past we though this was the route to go. Long story short, my wife was 9 months PREGNANT and pulling the Pilot into the driveway when it lurched forward, avoiding the other car in the driveway she went down our front lawn hitting a curb resulting in all side airbags to deploy. She was rushed to the hospital for testing, luckily nothing happened to the babies but $11k in damage. When we called HONDA to explain, there response was why didn't you have it towed to the HONDA dealership instead of the body shop. We got a case open with a lady named Marion, who is a complete IDIOT, finally after arguing with her for an hour she sent a rep to the dealership near me and he too k it for a test drive with me and driving it himself saw that the car tends to lurch forward, came back to dealership and ran a diagnostics and showed me that there is an computer malfunction that they need to reprogram it, after 4 attempts realized the unit is bad and need to be replaced and as I am leaving tells me "oh we got it to work". Back to American Honda, the rep Marion calls and says we didn't find anything that was wrong from the report that we received other then a software update. I requested a copy of the error code they found at HONDA and the local HONDA rep kept avoiding the question. If anyone has had a similar issue with there new 2016 Pilot, please post so we can build up a case against HONDA, before someone seriously gets hurt in these SUV's. American HONDA refuses to acknowledge these problems until enough people come forward with it.
As long-time Honda Accord V-6 owners (3 since 1999) and realizing that we wanted something larger, we began to research the 2016 re-designed Pilot a year ago. After visiting dealerships several times and looking at all facets of the SUV, we purchased an EX-L with Honda Sensing in November 2016. The only options we added were color-matched side trim moldings and rear bumper applique, both of which greatly protect from door dings to sides and suitcase scratches to rear bumper....highly recommend. Incidently, we got the dealership to include both in negotiated purchase price, at no extra cost, including labor to install. We did get wheel locks and etched window security ID number, but declined upgraded security system....a $1000 add-on and dealer money-maker. We presently have 4500 miles on the vehicle, including 2 trips of 800 miles each, mostly interstate both times, with gas mileage on those trips of 28.5 miles both. Recently we had a rock, or object, hit the center of our right front fog light lens in the bumper, shattering it. I thought this would be a relatively easy fix....NOT!! The lens had to be ordered, and second appointment scheduled (18 mile round trip) for replacement. The lens (only...not the actual light assembly) was $70 and $120 for 35 minutes labor to replace...a total of $191....outrageous!!! These are available on-line from various sources quite reasonable, and there are how-to videos online showing how to replace them, which I would do next time. While there for replacement, I mentioned to the service advisor that I had noticed for sometime, but more so the past several weeks, that the brake pedal seemed "soft" when coming to stop signs or lights, and that recently, when stopped at a light in a line of traffic, the car would initially stop OK, but the brake pedal would then slowly depress, nearly to the floor, requiring increasing attention and pressure to prevent the vehicle from "creeping" forward....a safety concern. His response was, "yes, Honda is a aware of this, so far terming it a "soft pedal issue", and they are watching it". I indicated to him my concern this is ultimately a safety concern, and he indicated that "it does not seem to be present or happening with all 2016 Pilots, but likely will require a "fix", ie: a recall or software update". If buying a 2016, you need to be aware of this. Our last feature we dislike the most is the Infotainment Center in this particular model. Everything is touch, slide, and as many reviews have indicated, NOT user friendly or intuitive. The hardcopy owners manual gives you very little specific info on the vehicle. Fortunately, there is a CD for use in your computer that gives you detailed info...how to set or adjust outside temperature reading on dash; how to change bass/treble/balance/front-rear balance on radio/sound system....look at it...well worth the time. Overall, a very nice vehicle with some "hiccups" Honda needs to correct.
Update: 12,000 miles on vehicles, with no new glitches. Overall, very happy with vehicle, with the exception of the above noted issues. We still hate the info center and digital technology. The radio is "crap' with lousy sound. The "soft pedal" issue continues, maybe slightly better, but still present. On my most recent service visit to Honda I had the service advisor check their tech bulletins to see if Honda was addressing the issue in any way.......NO....."just watching it".