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:10/20/2023

  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.

  in 2022 I purchased a 2021 new Indian Challenger motorcycle from ******** Biker located in ****** **. after two weeks i did not start the bike up. On the second week i attempted to start the bike up and it would not start I took it back to ******** biker and the stated the battery was dead. the battery was replaced. after 4 battery's 3 times being towed and 9 times to the shop I contacted ******** at Indian motorcycles. after speaking to him several times he stated they could could not fix the bike. and i would have to find a way to fix the bike. the bike has been at ******** Biker for three weeks and they still cant find the problem.

  Business Response

  Date: 10/20/2023

  Hello,

   

   

  Sorry to hear about the issues that you are having with your bike. Your dealership and ************* are actively working towards a resolution to see what is causing your issue with your battery. We are going to continue to work to try and resolve your concerns. If you have further questions on the status of your bike, we would advise you touch base with your dealer or specialist who you have been working with. We cannot apologize enough for the issues you are having and the inconvenience that this has caused.

   

  Respectfully, 

• Initial Complaint

  Date:10/17/2023

  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.

  Bought a polaris ranger xp **** on 7/25/23.The company issued a stop riding on 09/23/23.There is a brake issue that could cause fire.They have no idea when this problem can be resolved.I have asked for a refunded and will use it toward a different model.But they say thats not a option at this time.I explained this is a vehicle for a handicap person and is only used to go back and forth 6 miles a day..I really just need a product that can be used.

  Business Response

  Date: 10/17/2023

  Hello,

   

   

  Thank you for reaching out. We cannot apologize enough for your machine under a stopped ride recall at this time. Safety is our top priority for all of our riders. We are doing all that we can to come out with a fix as quickly as possible. Once there is a resolution you will be notified accordingly. We apologize for the inconvenience that this has caused.

   

  Respectfully, 

  Customer Answer

  Date: 10/18/2023

   I am rejecting this response because:
  
  Because I have had this vechile less then 90 days I think they should refund me so I can purchase another one.This is not a toy for me it is used for a handicap person 

  Business Response

  Date: 10/18/2023

  Hello,

   

  Thank you for reaching out to Polaris. At this time Polaris is not buying back machine due to recall on machine. Polaris is doing all that they can to release a fix and you will be notified accordingly. We understand the inconvenience that this has caused, but safety is our number one concern for our riders. If you have further questions, we would advise you reach out to a specialist to discuss further. We can be reached at **************.

   

  Respectfully, 

• Initial Complaint

  Date:09/06/2023

  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 snowmobile new on March 3, 2022. VIN ***************** Received five recall notices since purchase, four out of five were do not ride directives (basically impairing the use of the machine for one, now maybe two seasons) Two seasons equates to two years. In addition, I must travel two hours each way to take the machine to a repair shop. Costs time and money. Polaris is not offering the consumer alternatives or compensation for the costly inconvenience and lack of use over a two year period. This is not a responsible or responsive behavior for a $14,000 lemon.

  Business Response

  Date: 09/07/2023

  Good morning,

   

  Thank you for being a valued Polaris customer and we cannot apologize enough for the recalls that you have been affected by. Safety is our number one concern for all of our riders. At this time, our snow team is not offering any form of compensation for these recalls that you are affected by. If something were to become available, you would be notified accordingly. Polaris does offer up to 1 hour worth of transportation cost when it comes to stop ride recalls. If you have any further questions, we would advise you contact one of our specialists back to discuss further. We can be reached at **************. 

   

  Respectfully, 

  Customer Answer

  Date: 09/07/2023

   I am rejecting this response because:
  
  Thank you Polaris for your first reply through BBB.
  

  My first response is Polaris offered a one hour travel compensation. This was not offered previously in direct contact with Polaris. I appreciate the offer but it is unclear what this is. My travel time two hours one way and approximately 90 miles one way. As the repair/dealers are usually busy, I have to come back to pick up snowmobile if the repair cannot be made in one day. Thus, travel would be doubled. One recall I can understand and handle, but 5 now? That is unreasonable. I feel Polaris should assist more with recall transportation cost based on the travel distance.

  The second issue is downtime. I purchased the current snowmobile to replace an aging one. So far, for two ******* with the recalls and Do Not Ride orders, I have not been able to fully enjoy the sport and take advantage of the new machine. Since I have been limited in my riding mileage, my warranty is being affected (such low mileage that the warranty cannot be fully used if necessary). I request that Polaris extend my warranty (currently 4 years) one year beyond what was offered at time of sale.
  

  And with 5 recall/Do Not Ride orders, how reliable is this year/model? I am feeling that this year/model might be a lemon. After riding Polaris snowmobiles in the backcountry for over 47 years and never having any issues like this I am concerned. I would entertain a reasonable offer for trade in/replacement. 

  Business Response

  Date: 09/07/2023

  Good morning,

   

  At this time Polaris will cover up to 1 hour of transport if you need assistance getting it to the dealer. We will do this on any stop ride recall that we issue. At this time no compensation is being offered due to the recalls that you are affected by. If anything gets offered, you will be notified accordingly. At this time Polaris has full confidence in the sled that you have. We cannot apologize enough for the downtime and inconvenience that this has caused. If you have further questions, Polaris would advise you call in and talk with one of our specialists.

   

  Respectfully, 

• Initial Complaint

  Date:09/05/2023

  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 Big boss 570 August 2021. Stopped working (second time) in February 2022 with 84 miles on it. Brought it to an authorized Polaris service center May 2022. Called authorized service center monthly for three months (they never bothered to call me once). After three months of nothing, the owner of the service center told me Im not an engine guy! He has no idea what is wrong with it. Ive had numerous contacts with Polaris customer service (case id# ************, case id#************, case id#************, case id# ************* Numerous emails were sent relating to these case ids with zero resolution-just fluff. **** at Polaris customer service keeps telling me hes going to solve the problem. Last email I received from him was February 2023 stating hes reached out to the authorized dealer/service center and is waiting for a response.

  Business Response

  Date: 09/06/2023

  Good morning,

   

   

  Sorry to hear about the issues that you are having with your ATV. I do see the case that you have with our Owner Connections Team. I am going to have that rep follow up with you as well as your dealership to see about getting your issues resolved. If you need immediate attention, please feel free to call into us at **************.

   

  Respectfully, 

• Initial Complaint

  Date:09/05/2023

  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 bought a Polaris atv brand new in March. The first time I took it out it lasted 10 minutes and then began to shut off repeatedly over and over. It would not stay running. I took it to Polaris repair center and they said they fixed it. I got it back and took it out again and it did the exact same thing. It has now been at the shop since 7/7/23. This vehicle is a lemon and should be replaced. The shop obviously does not know what is wrong with it and is just guessing judging by the fact that it did the same thing after the ************. Now the repair wont be completed until after warranty expires. How convenient I contacted Polaris corporate and they said they cant get in contact with their own authorized service center which has my machine. They said I need to tell them to contact them. How can I get them on the phone but Polaris cant? Thats crazy.. this machine needs to be exchanged or bought back. Im paying money every month for a machine that doesnt even work.

  Business Response

  Date: 09/06/2023

  Good morning,

   

   

  Sorry to hear about the issues you are having with your ATV. Polaris has been trying to work directly with your dealer to get your issues addressed, but have not been getting responses back to help diagnose the issue you are having.Our dealers are privately owned and operated and we cannot control how they operate their business. Polaris would advise contacting your dealer and seeing where they are at with the repair. We would also encourage you to reach back out to your case owner to discuss further on next steps.We can be reached at **************. 

   

  Respectfully, 

• Initial Complaint

  Date:09/05/2023

  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.

  Polaris built a lemon. 25 days outside warranty and motor was destroyed. Dealership couldnt find the issue and assured manufacturer defect. Started a claim with them and was told to kick rocks. 2022 Rzr 7 months / 300 miles of ownership and its destroyed they wouldnt even good will parts. Their customer service team doesnt return calls and when you do speak to someone they talk down to you. This isnt my first Polaris Rzr but will be my last based on the way I have been treated. Buyer beware they do not stand behind there products

  Business Response

  Date: 09/06/2023

  Good morning,

   

   

  Sorry to hear about the issues you are having with your RZR. Your dealership is reaching out to your third party ESC provider who you have warranty through for possible coverage. You no longer have warranty through Polaris as that has been expired and is why your dealer is reaching out to who you have warranty through. Polaris would advise you talk with your dealer further to see if your third party provider will be offering any coverage or not.

   

  Respectfully, 

  Customer Answer

  Date: 09/06/2023

   I am rejecting this response because:  25 days outside of Polaris warranty is all it was out.    This has nothing to do with my 3rd party warranty this is to die with the quality of the product and **** poor customer service.   ********************** looks to design products to fail once they are out of warranty.    Yes I have a warranty that will cover it but they shouldnt be involved with the failure of a motor this soon.  This is a manufacturer problem that the manufacturer should handle 
  
  
  

  Business Response

  Date: 09/06/2023

  Good afternoon,

   

  If you have a third party warranty and your warranty with Polaris has expired, then yes, your dealer will need to file a claim through them since that is who you have coverage through. Polaris technicians have reviewed your claim and your dealer is moving forward with filing a claim to them. Polaris would advise you work with them moving forward on potential coverage.

   

  Respectfully, 

• Initial Complaint

  Date:08/25/2023

  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.

  Faulty transmission.

  Business Response

  Date: 09/01/2023

  Good Afternoon,

   

  Sorry to hear about the issues you are having with your machine. Polaris works directly with our authorized dealerships when it comes to warranty work. Polaris would advise bringing your machine to an authorized dealership and have them open up an "ASK" Polaris case. This will get our corporate technicians visibility on the issue you are having and work towards a resolution.

   

  Respectfully, 

  Customer Answer

  Date: 09/02/2023

   I am rejecting this response because:
  I called the Surdyke dealer and they told me this is the way the transmission was built.  It was a 2017.  I have no pictures it was totaled and I got rid of it.
  
  

  Customer Answer

  Date: 09/05/2023

  Purchased 10-27-2022.  No warranty.

  Business Response

  Date: 09/06/2023

  Good afternoon,
  
  For Polaris to review a claim on your behalf, the machine will need to get into the dealer and they will need to submit over a claim to our technicians to review. We have not received anything from your dealer at this time and will need this in order to potentially assist on your case. If you have any questions, Polaris would advise giving one of our specialists a call at ************** to discuss your case further. 

   

  Respectfully, 

• Initial Complaint

  Date:08/12/2023

  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.

  impolite salesman 8/13/23

  Business Response

  Date: 08/14/2023

  Good morning,

   

  Sorry to hear about the issues that you are having with your dealer. This is something you will need to take up with them, as our dealers are privately owned and operated and only so much that we can control. Polaris would advise connecting back with your dealer to see if you can work something out. If you have further questions please feel free to contact one of our specialists at 1-800-Polaris.

   

   

  Respectfully, 

• Initial Complaint

  Date:08/12/2023

  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 bought a brand new 2021 Polaris Sportsman 460 along with a 5 year warranty. It has been torn up for a year and this is the 4th time it has been in the shop (the dealership where it was purchased) for the SAME issue. Me thinking it was fixed twice, it has almost killed me. There were no injuries as I slid off a mountain trail sideways once and the throttle got stuck wide open this last time but I managed to get the atv turned off and stopped. It has been in the shop this last time alone for a month. I filed a claim with the Polaris company and I need a resolution to this mess. I really enjoy riding but every time I get my atv back the same issues arise within minutes to less than an hour of me riding it. My case number with the Polaris company is ******* Please help me figure out what steps to take as I have never had to do this before. The service department are at a loss to why its not running right and the throttle keeps sticking. They have been trying different parts just to see if that helps to no avail. I cant afford to keep paying payments on something that sits in the shop. The shop is ***************** in ******, **. ************ Its dangerous and Im afraid Ill end up hurt or dead It will not let me upload videos but I have them and everything is time stamped and saved if you need anything I can email them

  Business Response

  Date: 08/14/2023

  Good morning,

   

   

  Sorry to hear about the issues that you are having with your ATV. At this time Polaris technical support team and your dealer are actively working towards a resolution. We advised your dealer on 7/27 to replace the handlebar controls, throttle cable, and wiring harness. Dealer is likely waiting on receiving these parts at this time as we have had no other update from your dealer since 7/27. Polaris would advise connecting with your dealer to see when these parts are going to arrive and get installed. If you have further questions, please reach out to your case owner to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:

  it has been in the shop for months this year in total. I pay faithfully every payment on something I have not been able to use. If I cant get this settled here I have a lawyer who will file a lemon law suit. It has been in the shop more than it has been at my home, it has been serviced more than 3 times over the same issue, it is a danger to the operator as well as everyone around. 
  

  
  

  Business Response

  Date: 08/16/2023

  Good afternoon,

   

  Polaris cannot apologize for the issues that you are having. We are working directly with your dealership to get your issues resolved. We have a repair path identified and are currently waiting for parts to arrive. Once your dealer receives the parts they will install as soon as they can and test ride your machine to verify your issue has been resolved. If you have further questions, Polaris would advise you reach back out to your case owner to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:07/31/2023

  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.

  Clutch assembly came apart leading to more damage to the machine. Polaris denied my warranty claim in which I paid thousands of dollars for an extended warranty. They denied the warranty because they said there was evidence of water which lead to the clutch to fail. There was no water inside the clutch or belt box housing when the failure happened. When the clutch failed, it made a decent sized hole in the box housing allowing water/ moisture to get inside. it was raining and storming when I was towing the machine back to my property

  Business Response

  Date: 08/01/2023

  Good morning,

   

  Sorry to hear about the clutch issues that you are having with your RZR. Polaris technical support team reviewed your case and unfortunately denied your claim due to no defect being provided.  Our warranty covers against manufacturing defects and no defect was provided, therefore no coverage can be applied. We are showing you were offered $750.00 towards the repair for a none defective issue. At this time with no defect being provided no further coverage is going to be offered, unless your dealer can provide us with photo base evidence of a defect.

   

  Respectfully,