Mixed experience that ended in poor customer service. They will not honor their own written…read moreagreements.
I went in mid-September looking for a head unit and the proper accessories for my own installation. That first experience was great. A few of the guys, such as Keith, gave me some advice and even threw in some trim piece tools, t-taps, and converted RCA wires. I also purchased a 1/0 guage 100% OFC wiring kit (almost $350) that came with too large for my needs, they ended up just giving me the fuse I did need, I really appreciated that.
I purchased a Pioneer MVH-S622BS for $216 after tax, as it was on sale from their original price of $250. I was a little skeptical about purchasing it, as the place seems a little shady compared to my other experiences, so Keith gave me a 90-day warranty and even wrote it on the receipt.
The head unit sounded great, it was exactly what I needed. The only issue was that it gave me feedback, intermittent high pitched ringing, as well as feedback when I surfed through the different audio sources, BT, App BT, Radio, Spotify, etc..,
On 10/21/2026, well within the 90 days, I brought back the Pioneer I purchased from them, with the receipt, to exchange it. The owner, Laurence, told me they couldn't do anything for me without the included microphone and wiring harness. That's okay, I go home and collect those items and turn back around headed for the shop.
Immediately after I walk in, I say I have the pieces you asked for, and Laurance says he called Pioneer who said they wouldn't take the unit back from him. He refused me an exchange for that reason, because I installed it myself, and because the wires were cut at the tips (normal for removing a head unit). When I brought up the 90-day warranty I was given, he again says no because I installed it and could have messed it up myself. He wouldn't even take a look at my wiring or the unit.
We're now going back and forth for a few minutes and he ends up raising his voice at me saying again "End of conversation, there is nothing we can do for you, like that is it" and insulting me by saying "You're just afraid to contact Pioneer because you know you messed it up with your own install and it isn't a manufacturer defect".
Wow, okay. Maybe that is true, maybe I did mess it up myself, but you certainly do not treat any customer with such disrespect, a paying customer at that. I never cussed at him, I never raised my voice at him, he was simply irritated / annoyed with me. That 's okay, be as mad at customers as you want, but do not yell at or insult them, end of conversation.
His ultimate excuse was that Keith (man who has been in the game for years) is a newer employee who made a mistake and then walked around the corner to give him a performative light scolding in front of me. I looked at another employee and was about to explain some more but he gave me that look of "I'm really sorry man, there's nothing I can do, he has the final say", so I refrained.
All I was asking was that Laurence honors the 90-day warranty I was promised in writing, regardless of the fact his employee made a mistake. A business owner should pay for the cost of their employees mistake, not make the customer pay for it.
I am unsure as to whether Keith knew better and simply bait and switched me, or if he genuinely did not know. I believe most of them mean well but there is clearly a lack of customer service and integrity there. I certainly will not be returning nor referring their services for that alone, regardless of how well they may do their own installations.
Also, Keith tried selling me a different unit the first time, it was out of box, no wiring harness or microphone, for a discounted price. He even said he wasn't sure if it worked, just that one of his coworkers installed it in their own vehicle but decided to return it.
