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:07/26/2024

  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 am trying to get in contact with someone regarding my unit. I genuinely enjoy and like the brand Polaris and I am reaching out in regards to the unit having repeat problems. It has been in the shop at Extreme powersports in *********** for 4wd problems in June of *********************** there resolution report " they hooked unit to a forklift with a tow strap and in 4WD High, I was able to pull the forklift across the parking lot a few feet with the parking brake set until I broke traction and all four wheels were spinning. Unit seems to be operating properly." Since this occurrence I have had progressive issues with the unit, next in June 2021 it was in the shop for front diff leaking, front gear case, service, and warranty work. Next, it was in the shop again in October 2021 for front diff and cluster replacement; I did not receive the unit back until April the 2nd of 2022. Next it was in the shop December 2022 for overheating , rear CV ************, and not starting, I did not receive the unit back until March 1st of 2023. Next, it was in the shop July of 2023 for overheating and not starting. Currently it is back in the shop for overheating problems. I am stating all of this because I have had problems with the unit ever since it was towed with the forklift in 2021. I have been dealing with the unit overheating and not cranking for 2 years and the shop does not diagnose the problem even though they tell me everything is fine and a week later I will have the same issue. I have also had problems with them keeping record of the hours and miles correctly on my unit. I am now three months away from my extended warranty expiring and currently still paying on a four ******* that does not operate properly. Could someone please assist me? #************ Email: ******************* VIN: ***************** Mileage: 260 approximately Dealership: Extreme Powersports Location: *********** and ******* AL

  Business Response

  Date: 07/28/2024

  Hello,

   

  Sorry to hear that you are having issues with your ATV. Polaris works directly with our authorized dealerships to diagnose concerns. Polaris would ask, if it is not already at a dealer, to get your machine back to a dealer so they can file over a claim to work with our technical support team to get to the bottom of the issues you are having. Our Owner Connections Team has sent you two emails in the last couple weeks with no response back from you. If you need immediate attention we can be reached at **************. I have also requested your case owner reach back out to you to discuss further as well.

   

  Respectfully, 

  Customer Answer

  Date: 08/05/2024

   I am rejecting this response because: Polaris has not taken any action to resolve the issue. They stated that they would get back to me but there has been no response. Dealer has still refused to open up a diagnostic case with Polaris. I am looking to receive a refund due to the certified Polaris dealer (Extreme Powersport of ********) towed a forklift with my four-******* and documented the action. The current problem that it is in the shop for, the dealer stated that it cannot be replicated, and I have video proof of the problem.

  I can be contacted at ************ or *******************
  
  

  
  

  Business Response

  Date: 08/07/2024

  Hello,

   

  Sorry to hear about the issues that you are having. All of our dealers are privately owned and operated. If they did something to your machine you would have to take that up with them. Polaris does not control how they operate their business. For Polaris to assist a ASK Polaris case will need to be submitted for our technical support team to get involved. The dealer will need to be able to duplicate the issue that you are experiencing. We have requested that our Owner Connections reach out to you to see how we can help support you. If you need immediate assistance, we can be reached at **************.

   

  Respectfully, 

• Initial Complaint

  Date:06/07/2024

  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.

  Awful support for customers that have broke down, new machines. 2024 Xpedition with 5 hours on the motor needs a new long block due to c*** installation by Polaris. Company wont swap the machine out and the motor needed is not going to be available until the end of July. Thats unacceptable. I want a new machine or refunded.

  Business Response

  Date: 06/10/2024

  Hello,

   

   

  Sorry to hear about the issues you are having with your Polaris Xpedition. Warranty is in place to fix machines and not replace them. We have a repair path for your machine and are just waiting on a long block to get to our warehouse to ship out to your dealer. At this time a buyback is not an option since we have a repair path for your machine. We cannot apologize enough for the issues you have experienced in the early life of the machine. Our Owner Connections Team is willing to work with you on this case moving forward. If you have further questions or concerns please reach back out and we would be happy to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 06/10/2024

   I am rejecting this response because: the timeline and response is not adequate enough. The machine is new and should not have any issues. It is a defective product. I want it replace or refunded or I will contact an attorney to file a lawsuit. 
  
  

  Business Response

  Date: 06/10/2024

  Hello,

   

  We cannot apologize enough for the issues you have had in the early life of the machine. Warranty is in place to fix these issues and your case has already been approved. We are working to get the parts to your dealership as quickly as possible. We will continue to work with you until we have a full resolution on your case. Please reach out to your case owner if you have any questions or concerns. 

   

  Respectfully, 

  Customer Answer

  Date: 06/12/2024

   I am rejecting this response because: "as quickly as possible" is unacceptable. The end of July is not acceptable when you are still building new machines. I will be in touch with an attorney for compensation that will far exceed a new machine. It will be in a lot higher numbers. This is not a resolution. Waiting 2 months for a motor is not acceptable. 
  
  
  

• Initial Complaint

  Date:05/29/2024

  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 new 2024 Polaris *** Pro R from United Motorsports in ************ on 5/15/24, within 8hrs of operation the transmission failed. Technicians explanation of cause of failure is a manufacturer defect, dealer submitted claim to Polaris for repair, claim as approved but parts are unavailable due to back order from Polaris. I contacted customer support to discuss exchanging the unit to minimize downtime, customer service representative "******" tells me an exchange/buy back is an option but is only used on a case by case basis and my issues did not qualify for an exchange. I asked what are the criteria for exchange and "******" told me she is not willing to consider an exchange and was not willing to discuss with me why i cannot receive a replacement unit or any alternatives. I asked to speak to someone else and I was told there are no other specialists available. After multiple attempts of calling customer service I was unable to speak to a specialist that would answer my questions or me any solutions besides a gift certificate which is inadequate in my opinion. So far in three weeks of ownership I have only been able to use my machine for less than 8 hours with what looks to be several more weeks of waiting to come. I was very excited to purchase the *** but at this point I belive I should have just bought a Can-am.

  Business Response

  Date: 05/30/2024

  Hello,

   

   

  Sorry to hear that a part is on backorder for the repair your dealer needs to make on your RZR. Our team is actively working through this for you at this time and will continue to keep you updated when we have updates on your case. At this time the ball bearing that is needed is showing to be available in mid July, but again we are trying to source this elsewhere from another dealer that *** have this part. Once we have a update our agent will reach back out to discuss further. If you have any immediate questions please feel free to reach back out to our Owner Connections team.

   

  Respectfully, 

• Initial Complaint

  Date:05/13/2024

  Type:Delivery 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.

  Part has been on back order for over a year with no accurate information after thousands of dollars have been spent

  Business Response

  Date: 05/14/2024

  Hello,

   

   

  Sorry to hear the part you are needing has been on backorder. Our buyer is working with our suppliers directly to get these orders fulfilled. According to our shipment schedule these should arrive late in May to our warehouse and should ship shortly after they arrive. These dates are always subject to change.  We cannot apologize enough for the delay in this part shipping out, but can assure you we are doing all that we can when working with our suppliers on part availability. Please continue to work with our parts team like you have been to get the most up to date information that we have.

   

  Respectfully, 

  Customer Answer

  Date: 05/15/2024

   I am rejecting this response because: last year we purchased a new Long block engine from Polaris and additional parts to get our machine back in working order. The injectors required for the engine were on back order when the engine was sold to us. We spent close to $14k in new parts for the machine and cant get it running until we have the injectors. We ordered in April 2023. We were told they would be availed in July and then Oct. after Oct, it changed multiple times and eventually they were sure the part would be here in March 2024 its been almost  1.5 years since this part was originally on back order with Polaris and they are still selling engines and components that require this specific part. We have asked if we can get a more direct answer on the status. every answer we have received just says Im sorry the part is on back order. We will look into it. Sorry, part is not available, its expected on this date.. but the date just keeps changing.  When we called in March the customer service rep told us that the part had finally come in. Polaris was in possession of them and they were getting ready to send them all out. They said they had enough to fulfill all back orders and would have a surplus. When we followed up a week later, they had no idea where the parts where or a status of when they would even be available. How does that happen? We have asked if there are alternative parts or options we can buy or add to get the machine running.  All we are told is there is no other option.. we just have to wait. We have been patient for over a year and just want a resolution.  
  
  

  Business Response

  Date: 05/15/2024

  Hello,

   

   

  Once again we cannot apologize enough for the delay in this part getting shipped out. We can only go off of the information that we are provided and we are hopeful this part will arrive here soon.At this time we are dealing with a supplier issue and would advise you to continue to stay in touch with your parts rep that you have been working with recently. They will be able to provide you with the most up to date information that we have. 

   

  Respectfully, 

   

• Initial Complaint

  Date:04/11/2024

  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 2020 Polaris General for approximately 38K in 3030 from ******* ***************, ** ***** from ********. I purchased all coverage available that was offered by " DOM". Oil changes and routine services along with coverage of parts and labor. In December of 1922 I was hunting with my daughter and experienced a tie rod failure which obviously shortened our trip. No Problem!! My fault I thought. Brought Polaris home and stored same. I replaced the broken part at my own expense after speaking with "Dom" who said its not covered. After replacing the part the Polaris seemed to drift to the right. I contacted "***" who said " bring it in and we will take care of you. I also scheduled my routine oil and filter change. I brought the Polaris to "Dom" at Ride Now *************** **. 1/10/23 I advised the Service Manager of the issue and scheduled *** change. I was assured that all would be addressed. 0n 1/12/23 I was contacted by **** from service advising me that the vehicle was completed and all repairs were done. I have said receipt. I drove the Polaris home with a struggle. Upon arrival to my home I observed a very deflated rear tire. It appeared that they attempted to address my complaint by deflating same to compensate for the original complaint. I then checked the oil filter ,which I had initialled, The filter was not changed, Fast forward to this date. The Polaris was stored and unused due to medical issues and hunting tags not drawn. I felt for the safety of my kids and I needed to address the issue again but refused to bring same back to **** and *** at ******* *************** **. I trailered the vehicle to a private licensed Polaris mechanic. The vehicle was instantly diagnosed with a bent lower A arm which I had expected. I paid for all repairs and changed oil and filter myself. I have said repair receipts. In short ******* *************** ** committed fraud and illegally charged me for work not completed. The lied to my face and negligently/intentionally placed my family and myself in danger when we picked the so called "repaired vehicle " up"on said date and drove same 10 miles to our home. This company shall and will be held accountable for FRAUD. I would like to be reimbursed for the warranty, fees fraudulently charged and the current repair bill for approximately $436.00. I do plan to go to local news stations with or without you assistance. This disgusting and the potential for injury is horrendous. Thank you for your time and consideration.

  Business Response

  Date: 04/11/2024

  Hello,

   

  Sorry to hear about the issues you have had with your machine as well with one of our authorized dealers. All of our dealers are privately owned and operated and we do not control how they operate their business. For warranty/reimbursement possibility, an authorized Polaris dealership will need to file a claim over to our technical support team to review for possible coverage. Looks like you reached out on 4/10 to our Owner Connections team due to your poor service. One of our reps will be in touch with you soon to discuss further. If you need immediate assistance, we can be reached at **************.

   

  Respectfully, 

  Customer Answer

  Date: 04/11/2024

   I am rejecting this response because:
  it is nonsense.  
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  Purchased a 2021 RANGER CREW 570 in October 2020. Right away we started having problems with shifting gears. It would often fail to go into Reverse without jiggling the shifter back and forth several times. In summer 2021 we took it back to the dealership for service and were told this was normal and that was how the transmission was supposed to operate. The dealership refused to look at the issue. The *** was only driven for occasional weekend recreational use but we continued to experience the same issue. Recently, (after the two year warranty expired, of course) the problem worsened drastically to the point where it is nearly impossible to put it in reverse. Polaris claims this was all a result of operator error and is refusing to acknowledge there was any fault in the transmission. Their dealer lied to us. Many other Polaris customers have reported similar shifting *************, but Polaris is refusing to acknowledge their products poor design.

  Business Response

  Date: 04/11/2024

  Hello,

   

   

  Sorry to hear about the issues you are having and have had with your Ranger. Our technical support team can only go off of what our dealers submit over to us to review. If dealers do not submit claims over to us when customers' bring their machines in we have nothing to review or help diagnose. For Polaris to review a claim on your behalf the dealer will need to submit over a claim to have our technical support team review. If you have any questions you can call in a discuss your case with one of our specialists at **************.

   

  Respectfully, 

  Customer Answer

  Date: 04/12/2024

   I am rejecting this response because:
  
  Of course the dealer didnt send anything to you. They lied to us about how the unit was supposed to operate. We took them at their word, regretfully. The dealership is no longer in business so we cannot complain directly to them now that the transmission has failed completely.  We have already called your customer service and been told there is nothing you can do because the dealer did not note our initial complaint. Now it is our word against yours and we are out thousands of dollars for a faulty transmission. We wont be shopping with Polaris again. 

  Business Response

  Date: 04/16/2024

  Hello,

   

  Once again we are sorry to hear about the issues that you are having with your Ranger. Our dealers are all privately owned and operated and cannot control how they operate their business or when they submit claims over to Polaris or not. At this time with how far out of warranty you are and chose not to purchase a extended warranty, Polaris is not able to extend coverage on your case at this time.

   

  Respectfully, 

  Customer Answer

  Date: 04/17/2024

   I am rejecting this response because:
  We tried to address this issue while the *** was still under warranty but the dealer told us it wasnt a problem. We took them at their word and continued to drive it, which is what led to the problem. We dont drive it often and so it took a while for the problem to become serious enough for us to realize that it was more than just how it is supposed to operate. By that time it was out of the warranty period. (We did receive an extended warranty of 1 additional year at the time of purchase.) I understand from your response, and from the response we received when we spoke to customer service, that you are not willing to stand by your product or hold your dealers accountable for what they say about your product, but I do not find this to be an acceptable response. As a result I am formally lodging this complaint with BBB so that others who may wish to purchase a Polaris *** can be aware of the poor mechanics (our transmission started failing within a couple of months of purchase) and about your shady dealers. 

  
  

• Initial Complaint

  Date:04/09/2024

  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 polaris northstar adv ***** and Ive had multiple issues with it. Around 18 hours on the engine, I brought it in for its first full service and I was told the Primary drive where the belt goes along with the belt is all ready wearing down. This machine has never been fast than 20mph and its only been in low gear since I owned it. Theres also a huge rattling noise coming from the front and after the clutch change its still load as heck. The machine was bought at Bentley's Powersports in ***********, ** ***** and they also agree and polaris is not working with them at all. I wanted everything fixed and replaced that is going wrong with this machine along with a brand new Primary drive and second drive and new belt. I want the clutch looked at again or another option which needs to be approved by me along with all other issues

  Business Response

  Date: 04/10/2024

  Hello,

   

  Sorry to hear about the issues you are having with your machine. Polaris technical support team works directly with our authorized dealership to diagnose and fix concerns in and out of warranty. If you are still having concerns, your dealer will need to submit a case over to our technical support team to continue to help your dealer diagnose your concern and review it for possible warranty coverage. If you have any questions, you can reach out to one of our specialists at ************** to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 04/10/2024

   I am rejecting this response because:
  
  You should be working with me because you are refusing to listen to me dealer and Im machine is still in warranty. My expectations are is someone reaches out to me for these issues now or I will start to file a federal complaint with all safety issues along with all other issues the you refuse to fix or listen to. My number is ************** 

  Business Response

  Date: 04/10/2024

  Hello,

   

  We understand your concerns and can assure you our technical support team is not refusing to work with you or the dealer. Our technical support team has to go off of the information that our dealer's provide us with. To get a case started on the Owner Connection's team, we would advise you call into ************** to talk with one of our specialists and provide us with the *** of your machine in question. We would be happy to work with you to see what we can do to get your issues resolved.

   

  Respectfully, 

• Initial Complaint

  Date:03/13/2024

  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.

  This is the second complaint I've made against Polaris. We purchased a 2023 youth Razor in February 2023. A recall for a steering linkage problem was issued in September 2023. Vehicle was unused for 5 months until repair was made. Polaris only provides a 6 month warranty for their unit. We returned the unit back to the dealer for repair and were told it was a fuel pump issue which they indicated was a problem with several of these models and that the part was on back order until May 2024. This will make 8 months this ATV will have been unusable and I find this absolutely unacceptable. Polaris has made little effort to address any of these concerns with their consumers. They offered a ****** voucher for the purchase of Polaris products which is another unacceptable solution being that these units were unavailable for use by their owners. My frustration with Polaris has reached my limit of patience. Polaris should at a minimum provide the purchasers of these useless units an extended warranty and more then a token amount of ****** for their inconvenience. Form letter apologies and excuses aren't enough for the trouble this has been. I would appreciate a conversation with Polaris with someone who understands and has some ability to rectify this issue. Their customer service **** is severely lacking and only provide form letter apologies and cannot provide worthwhile resolutions. If I am correct, Polaris has had several complaints about this 2023 ATV and it's about time they address this in more positive means. It would be a perfect situation for a class action suit and get their attention.

  Business Response

  Date: 03/13/2024

  Hello,

   

   

  Sorry to hear about that issues that you have had with your RZR. I see the recall was recently completed back in February. If you have not received the compensation for this, it will be arriving here soon. Unfortunately we are not offering any further compensation outside of what has been offered to every customer affected by this bulletin. If you have further questions, our specialists can be reached at ************** and would be happy to answer any other questions you may have.

   

  Respectfully, 

  Customer Answer

  Date: 03/14/2024

   I am rejecting this response because:
  This is the same form letter apology response I and every other individual that has filed a complaint against Polaris over this issue has received. They do not intend to make this or any other issue with their vehicles right for the consumer. This particular ATV has more than one issue affecting it and they do nothing to correct an obvious problem with their product. I had read numerous complaints filed with the BBB over this particular vehicle and the response seems to be the same, sorry for the inconvenience. I have a machine with less than 10 hours use over a year's time because it has sat over 5 months waiting on recall repair and now is sitting again in the shop because of a fuel pump issue that I know they are fully aware of and the parts are on back order until May of 2024. So, in the mean time,  I am again without the use of this vehicle for the unforeseen future. I'm sure I will get another form letter response indicating their regret. My only regret is having bought that piece of absolute junk in the first place. I have every intention of seeking accountability from Polaris by any legal means available. They are a disreputable company and they should be held accountable!!!!!
  
  

  Business Response

  Date: 03/14/2024

  Hello,

   

  Sorry to hear that your vehicle is experiencing issues at this time. If parts are on backorder your dealer can file over a VDO to help speed up the shipping process. I do not see that this has been done or that a warranty claim has been filed on a fuel pump issue for your VIN number. Polaris is more than happy to discuss any issues that you might be having. Our specialists can be reached at **************.

   

  Respectfully, 

  Customer Answer

  Date: 03/17/2024

   I am rejecting this response because:I do not wish to waste my time speaking with your customer service department. It would be an exercise in futility to do so. They have no authority to rectify any problems and only offer apologies which are not going to correct the issue with this ATV. If my dealer is being truthful about this fuel pump issue, he indicated that several units he received have had defective fuel pumps which gives me reason to believe someone had to know about this issue. If that's the case and I was sold a machine with a known issue, then that is fraudulent. I have written a personal email to ******************************* whom I believe is the *** of Polaris Industries. If I'm lucky enough to ****** a response I will inform him of the concerns I have with my purchase. I've filed a complaint with the ************************ and intend to file a complaint with the ************************ of my state. Not one individual I have had contact with as far as your company is concerned and the dealership include, seem to have any concern. When a ATV has less than 8 hours and less than 50 miles use and has been unusable for close to 5 months with a potential for 3 more waiting on repairs and I've only had possession for 12 months

   why doesn't that bother you. ****** units were affected by the recall and I'm betting several with fuel pump issues which cause sparkplug fouling. Offering a $250 voucher which is only good for Polaris merchandise is a joke. People spent good money to purchase your product and purchased with good faith and all you offer is apologies for your trouble and inconvenience. Your company being named one of the most ethical rings awfully hollow. 

  
  
  

  
  

• Initial Complaint

  Date:03/08/2024

  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.

  My 2023 Polaris 570 mid size North star edition's drivers door split under warranty, also the crank up window falls out on a regular basis. Polaris via their dealers request agreed to replace the door back in December of 2023. Several calls both to dealer and Polaris ***************** have resulted as of March 8, 2024 only in telling me a door is not available until AUGUST2024 at earliest. That is nearly 9 months since my original complaint to dealer. The door is not safe to use as is so I either must remove the door entirely which is unsafe or park a new under warranty vehicle for for at least the next 6 months.

  Business Response

  Date: 03/11/2024

  Hello,

   

   

  Sorry to hear about the issues that you are having with your Ranger's door. Like you were previously advised on, this door is currently not available and we are working with our suppliers to get this quicker, so we can ************** to your dealership. At this time we do not have any other dates we can provide you with other then what was already provided. Polaris cannot apologize enough for this and can assure you, we will do everything we can to get this door, but again these are on supply chain delay at this time. We will continue to have our rep stay in touch with you until this get's resolved.

   

  Respectfully, 

  Customer Answer

  Date: 03/11/2024

   I am rejecting this response because:
  I find it very hard to believe that Polaris does not have a unit with a door like mine sitting in inventory somewhere they could pull a door from to send to my dealer.

   This 2023 model does not come with fabric doors only the Roto molded doors, is Polaris telling me it is safe to drive the machine without a door installed? Are they trying to tell me to park a machine with less than 800 miles on it for the next several months until I get a door? What about my warranty, it will run out prior to being able to drive unit again.

   No I do not accept " wait for unknown date for delivery"

  
  

  Business Response

  Date: 03/12/2024

  Hello,

   

   

  Polaris is going to continue to work with you to find a resolution for your issue. At this time the part is not available and we will work to see if we can locate anything for you. Again, we cannot apologize enough for the issues that you are having, but can assure you we will explore every option possible. Please continue to work with the specialist that has been assigned to your case. If you do have questions in the meantime we can be reached at ************** and reference your case number.

   

  Respectfully, 

  Customer Answer

  Date: 03/12/2024

   I am rejecting this response because: I understand vendor issues, I also understand Polaris has units for sale currently a door could be taken from to ship to my dealer.

   The unit is not safe to drive without a door ...this model does not have fabric doors shipped with them. My only option is to park my unit for the next 6 months at the least.

  What about warranty issues that *** arise that could have been taken care of if I was using my unit during it's warranty period instead of parking it? Will Polaris extend my warranty for the amount of time it sits waiting for your vendor to supply door?

  The coupons you offer are really of little use to me.
  
  

  
  

• Initial Complaint

  Date:03/01/2024

  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 Polaris Razor 200 for my son in 2023, shortly after Polaris issued a "Stop Ride Notice" in September 2023 stating that the steering racks could fail and that we were to immediately halt usage. In November I called Polaris and they stated that the parts would be available by the end of the year. It has now been 6 months since the stop ride notice and parts for my machine are still not available. I was just told today that they infact are now showing it could be May 2024 before the parts are even at the dealer. This does not include the additional weeks/months it could take for the dealer to get to repairing the machine. I called into Polaris customer support again today just to be continuously put on hold and then told there was no specialist to speak to that they could call me back in 3-5 days! These vehicles are sold as a limited usage to begin with because they are for children and my son has since outgrown this machine! Polaris has failed and this is not the first time. I have not been offered any type of compensation or an offer to buyback the machine which is completely absurd.

  Business Response

  Date: 03/04/2024

  Hello,

   

  Sorry to hear that your RZR 200 is affected by the steering rack bulletin. We are doing all that we can to get parts shipped out to our dealers as fast as we receive them from our suppliers. Polaris would advise staying in touch with your dealer and the specialist that you have a case with. They will be able to provide you with the most up to date information. At this time Polaris is not buying back these machines due to the recall. Once the recall has been completed, you will receive a coupon for $250.00 for compensation due to this bulletin and delay. Once again, we cannot apologize enough for the downtime that you have endured, but can assure you we are doing all that we can to get parts shipped out to our dealers.

   

  Respectfully, 

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:

  It is not acceptable that this business thinks that $250 coupon is enough compensation when weve spent over $7000 on a machine we were only able to use a few months. I could understand if these were not youth machines but they are limited usage machines made for children who GROW. A child can grow a lot in the 6+ months we havent been able to use it. This machine does our family no good now or in the future. Why do I need a coupon to purchase Polaris items when we can no longer even use the machine? You are getting the repair kits out as soon as possible? Thats hilarious considering you had all the dealerships fix unsold models first and you continued to release the 2024 model despite fixing the ones you should have! You have failed your clients and I am not satisfied with this responce. 

   

  
  

  Business Response

  Date: 03/04/2024

  Hello,

   

  Polaris cannot apologize enough for the downtime and frustration that this bulletin has caused you and your family. We are doing all that we can to get parts out as soon as we receive them. We want no more than you and your family out riding and enjoying our products.

   

  Please continue to stay in touch with your specialist and they will continue to provide you with the most up to date information on when your dealer will be receiving parts. If you do need anything further we can be reached at ************** and reference your case number that has been assigned. 

   

  Respectfully, 

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:
  
  The fact that you are just replying with a generic responce speaks volume. I have been in touch with your company via phone and they have also failed to provide any support. You guys are working on a fix yet you fixed and replaced all of your 2024 models before fixing the ones youve already so that were defective? Polaris does not care about their customers. You want to get my family back riding? How can we if my child has outgrown the machine because your company has taken 6+ months and still no fix for us? Not to mention how much the machine has depreciated!!!