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:09/04/2022

  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 purchased a 2021 RZR PRO XP from ************** in *********, ** in December of 2020. I am a 64 year old male who has been riding off road vehicles such as motorcycles, ATV's, and UTV's since **** so I am aware of the limitations and potential hazards of these machines. I have also attended safety classes for ATV's. As stated, I purchased this vehicle in 12 of 2020 for approx. $24000 from **************. I put another $6000 of accessories on it myself. It still has under 500 miles on it - not even broken in. I took it out riding in May of 2022 and went through some heavy mud (as this vehicle is designed to handle). Upon leaving the mud in a turn, the vehicle hit some hard dirt and SLOWLY tipped onto its passenger side. No issue - a Polaris UTV should be able to handle this with no problem. It took 7 people to lift it up onto its wheels. The passenger side door was out of alignment and did not open correctly. There was also "little" things but I kept on riding it the entire day.I later discovered (upon cleaning the vehicle) that there was more damage (seat, mirror, etc.) so I took it in for repair at **************. They kept it for almost 4 months (the entire summer of riding) and the repair bill came in as $13,115.80. It turns out that the frame bent (from this little tip-over) and since Polaris recommends replacing the frame, the entire vehicle had to be torn down and re-assembled with a new frame. This is INSANE. For Polaris to make an engineering mistake this severe. These vehicles are MEANT to be run hard. I tried to call customer service at ********************** for the last 2 weeks and they will neither answer their phone nor call a customer back. I am seeking some financial reimbursement from Polaris to cover the costs that I have incurred with respect to this vehicle. This damage is above and beyond what to expect from a machine of this "quality" and price.

  Business Response

  Date: 09/07/2022

  Hi *******, 

   

  Thank you for reaching out to Polaris Owner Connections regarding the issues you are having with your RZR. We apologize for the downtime and frustration in this situation. The best thing to do would be to bring your unit to your nearest authorized Polaris dealer and have them start an Ask Polaris case on this. They will work with our Polaris technicians to review your case and see what we can do for you. If you have further questions, feel free to call our team at **************. Thanks and have a great day. 

   

  Best, 

   

  Polaris Owner Connections

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because:  This is such a cop-out.  This vehicle was immediately taken to an authorized Polaris dealer in *********, **.    Let me re-iterate.  Polaris will not respond to requests for customer service.  The only reason that they called me was to say that they "care" about their customers on BBB.  The first excuse was - insurance took care of your vehicle so Polaris does not have to.  Second excuse was "the vehicle is not designed to tip onto its side".  The third and most ridiculous excuse was in their BBB response.  How is it MY  responsibility to have the authorized Polaris dealer get Polaris involved?

  This company is horrible and cares nothing about their customers.
  
  

• Initial Complaint

  Date:09/01/2022

  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 originally ordered this Polaris Slingshot in April which was due to be delivered 12 weeks later. We are sitting now at 17 weeks I have talked to customer service and supervisors on multiplications. Every time I have spoken to them they have said they will call back but have not called back one single time. My slingshot showed that it was built and going to be shipped on this date but now it is showing that it is not even been built yet. I called for answers and absolutely nobody is able to tell me what is going on. **************** said they do not have phone numbers for anybody that would know what is going on with my slingshot and that they can only send an email. Apparently they sent an email but have still not gotten with me about anything. This is the worst customer service and lying about dates and times products will arrive or be built. I spoke with ******, *****, ****, ********* and **** with NO information passed on.I understand we are in a tough time but when you spend $40,000 on a car and the company cannot tell you anything about anything that is a problem. I have never dealt with worse customer service in my life then **********************.

  Business Response

  Date: 09/12/2022

  Hi, 

   

  Thank you for contacting Polaris Owner Connections. Please feel free to give us a call at **************, and we are more than happy to look into this further for you. Please give us a call at ************** and we will be more than happy to review your case again. 

   

  Thanks, 

   

  Polaris Owner Connections

  Customer Answer

  Date: 09/12/2022

   I am rejecting this response because:
  This is the entire issue. This business just blows off customers and never address any issues. They blame the factory and say the have no way of contacting anyone at the factory and hang up on you. They have never returned a call.

   

  So they tell the better business bureau to call them about the issue... This is the worst company I've ever delt with.

   

  They can't get away with that response.

  
  

• Initial Complaint

  Date:08/11/2022

  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 own a 2018 Polaris Sportsman 570 (***). In August 2021 I was on a ride when the engine began stalling, misfiring on exceleration, and backfiring. I limped back home and brought the vehicle into a Polaris dealership for repair. After four weeks and over $500 I got the machine back and the issue was not fixed. I returned the machine to another dealership in April 2022. They had the machine for 6 weeks and billed me $600 and when I got it back the problem was not fixed. I returned it again and it has now been 6 weeks and machine is not fixed. I have a case open with Polaris customer care, it has been escelated to a customer service supervisor and tech supervisor with no resolution. I call weekly for updates and get the response that they are working with the dealership but have no idea what is wrong. At this point I would like Polaris and the dealership(s) to refund the money spent to fix the *** (since it was not fixed) and buy back the *** from me for fair market value if the machine did not have the unknown mechanical problem. An $8000 vehicle should operate for more than 3 years without mechanical problems that can't be diagnosed or fixed.

  Business Response

  Date: 08/22/2022

  Good Afternoon,

   

  Thanks for reaching out to Polaris Owner Connections. Polaris has an open case (C-7418551) for this concern. Within which, Polaris has worked with the servicing dealership to cover the cost of diagnostics. Additionally, this unit is currently running with no issues. At this time, we recommend the customer continue use of their machine and if there is a failure, we would be happy to assist with additional service costs if necessary.

   

  Regards,

  Polaris Owner Connections

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Dec 2021 Purchased Sportsman 570 Utility HD, did not take possession until end of Jan/Early Feb. 79 hours on the *** it started sputtering and would not run. We got it into the shop immediately, June 12th. Polaris warranty **** is telling the mechanic what to do. Basically just throwing parts at it as every single part has not fixed the issue. Someone goes on vacation, no one takes over and it sits, one person is to order a part, we hear nothing and after 12 days we ask to only find its not been ordered, we get told parts wont come in for over two months and we complain and all of a sudden parts appear, serious lack of communication and at this part we are pretty sure there has been at least 5K worth of repairs attempted on a *** with only 79 hours on it. We get told this last week if the last part did not work, then we would have someone advocating for us to get the *** replaced and when the part did not work, now we are being told they want to try something else. It's pretty clear they are not going to find the issue and now my *** has been pulled apart a ridiculous amount of times. Also the people in the warranty **** keep passing the buck that its someone else's fault all the time. They state they are waiting for mechanic to do something or provide reports of the results of his work when every single time he has. He is great. Polaris warranty **** not great. I AM DONE.

  Business Response

  Date: 08/22/2022

  Good Afternoon,

   

  Thanks for reaching out to Polaris Owner Connections. Unfortunately, we do not have a case open with our owner connections team for this concern under Shell *******. It is recommended to contact our Polaris Owner Connections team and have a case opened so we can assist with this concern. The contact information can be found below.

   

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

   

  Regards,

   

   

  Customer Answer

  Date: 08/23/2022

  Polaris resolved the case to my satisfaction. 
  
  
  

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  Recall issued on my 2021 rzr xp1000, recall states the machine is not safe to use and I cant ride it till the recall has been performed. Recall parts keep being delayed and its going to be over 2 months till my machine can get repaired. Im continuing to make payments on a machine that I cant operate. I contacted polaris and they will not offer any good will for waiting. I just want to use my machine that Im paying on

  Business Response

  Date: 08/04/2022

  Good Morning,

   

  Thanks for reaching out to Polaris Owner Connections. At this time, the resolution provided in case C-7457466 is correct, we are currently not offering any goodwill offers to customers currently affected by the ******* Safety Bulletin, but will do our best to get parts out to dealerships as quickly as possible. We do apologize for any inconvenience. 

   

  Regards,

  Polaris Owner Connections

• Initial Complaint

  Date:07/14/2022

  Type:Delivery 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 ordered a new Polaris/******* pontoon on 9/1/2021 and was told that I would have it by 4/1/2022. To date I HAVE NOTHING> When I call I get a complete run around as no one wants to get me firm answers on where and when I will get my boat. They are holding a deposit of $20,000 and say it is non refundable.HELP

  Business Response

  Date: 07/15/2022

  Good Morning,

   

  Thanks for reaching out to Polaris Owner Connections. Polaris Owner Connections does not handle cases involving ******* Pontoons directly as there is a separate support line for inquiries regarding these boats. 

   

  Please reach out to ******* Pontoons directly at the below URL.

   

  www.godfreypontoonboats.com/en-us/contact-us

   

  Regards,

  Polaris Owner Connections

   

  Customer Answer

  Date: 07/15/2022

   I am rejecting this response because:

  I have tried calling ******* and THEY WILL NOT TALK TO A CONSUMER, ONLY THEIR DEALERS

   
  

  
  

• Initial Complaint

  Date:07/14/2022

  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 Slingshot vehicle from Sky Powersport of ***********, ******* in February of this year (2022). The vehicle has been in the repair shop on 4 separate occasions for the same issue, has been to 2 different repair shops and is still not fixed. After bringing the Slingshot back to Sky Powersport for the same issues 4 times over 5 months without any resolution, I decided to contact Polaris directly on March 30, 2022 ***************** phone number: ************). They assigned me a case number ******* and a gentleman named **** was assigned as my liaison. After he researched the repair paperwork from Sky Powersport, he suggested that I take the vehicle to another repair shop, ************* Powersports since Sky apparently couldnt resolve the issue with the vehicle. It has been at ************* now for 2 months. **** and I, through numerous conversations came to a verbal agreement that 5 payments would be refunded to me to compensate for the time it was in the shop (time that I was making the payment, but unable to utilize the vehicle), payment for the towing ****, monetary reparation for the inconvenience, and a $300 gift card to compensate for insurance premiums paid during the time it was tied ** in the shop. He said he would discuss our agreement with upper management to confirm the arrangement. He requested paperwork to verify the payments, towing ****, and insurance premiums to be emailed to him. I sent all requested documents to him in June of 2022. Our last conversation was in Mid-June, in which I asked him to provide written proof of his offer, and it was decided that I would pick up the vehicle on July 2, 2022. I did not retrieve the vehicle as I did not receive written documentation of the offer. Despite multiple attempts by phone and email to contact **** and the customer service department of **********************, I have not heard back from them. I have been trying to resolve this issue for 7 months to no avail.

  Business Response

  Date: 07/15/2022

  Good Morning,

   

  This customer has been sent an email from their case owner on 7/14/2022 at 4:04:22 PM.

   

  Regards,

  Customer Answer

  Date: 07/24/2022

   I am rejecting this response because:
  
  They havent sent me an offer thats acceptable number one number two I just got another email from another gentleman saying hes taking over the case and I talk to him on the phone and he has no information whatsoever he sent me a text asking me where I bought the thing that he needs paperwork I told him the gentleman **** that I was dealing with had everything on the computer so theyre just trolling and theyre not trying to help me at all I need somebody to really do something about thisIm still making payments every month paying insurance and I think still in the shop

  Business Response

  Date: 07/25/2022

  Good Afternoon,

   

  Thanks for reaching out to Polaris Owner Connections. The new case owner for this case had reached out to the customer with the below message. We have yet to receive this information from this customer. 

   

   Added on : 7/22/2022 3:20:42 PM
   Text Sent: 
  Good afternoon again, ******. We're trying to track down some paperwork here. Can you tell me the name of the dealer that you bought your machine from so we can check with them on a few things? Thanks, Nate- Slingshot Owner's Connections

   

  Once we get this information from the customer we would be happy to continue to work this case to resolution.

   

  Regards, 

  Polaris Owner Connections

• Initial Complaint

  Date:07/07/2022

  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.

  In October of 2021 I purchased a 2022 Polaris Ranger 570 Northstar and also a JBL dash audio kit for the side x side. I received my **************** January 2022, at the time of receiving the buggy I was told my audio kit would be delivered in February 2022 I have yet to receive my Audio kit for my buggy. I have been in contact with the dealer who has informed they have no control over the situation and Polaris is who needs to deliver the product. I have been in contact with Polaris as recently as today and they keep saying that it will be in my the end of the month. This has been the same story since February 2022.I have paid $699.99 plus tax and possibly shipping for this product and Polaris is not delivering the product they have been paid for almost a year.

  Business Response

  Date: 07/15/2022

  Good Morning,

   

  Thanks for reaching out to Polaris Owner Connections. We do have an open case for this concern (C-7432604). This complaint has been forwarded to the case owner involved with this specific case who will be reaching out directly. 

   

  Regards,

  Polaris Owner Connections

  Customer Answer

  Date: 07/21/2022

   I am rejecting this response because:
  
  
  I have not been contacted by polaris yet. I understand they still have a few days to reach me but as of 7/21 they have made no attempt to contact me.

  Business Response

  Date: 07/25/2022

  Good Morning,

   

  Thanks for reaching out to Polaris Owner Connections. We do apologize if you did not receive the message sent to you by our parts team. We have forwarded this inquiry to your case owner again for review. They should be reaching out again shortly. 

   

  Regards, 

  Polaris Owner Connections