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:02/09/2023

  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.

  Well I have a 21 xc650 withe **** miles on it and havent been able to ride it because of a recall the dealer cant get parts for(gas tank static problems) so I finally get to ride it and the motor ends up blowing 12 miles into the ride. Now at this point Im 30 days out of warranty. They said they would pay for parts out ofgood faith. But because of the big problem theyre having with the recall I was two months late into riding my sled. I should have been in warranty when it blew. So they should be responsible for the entire bill to fix. It only has **** miles on it. Its still pretty much brand new. They already claimed responsibility for the motor blowing, why do I have to split the bill? Plus I miss the whole season of riding. $12,000 machine just sitting ??

  Business Response

  Date: 02/09/2023

  Hello,

   

   

  Apologize for the issues that you are having with you sled. Our technical team reviewed this case and did approve the claim for parts only due to being outside of the warranty period and no further coverage through Polaris. We did this as a goodwill gesture on your behalf. If you have further questions on this claim, I would advise contacting our specialists back to discuss further.

   

  Respectfully,

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  I have spoken to a specialist about this and he gave me the exact response you gave me 4 times in the same phone call and would not take the conversation any further to come to any kind of resolution.if you Listen to the recorded conversation you would know that. Why dont you have someone who can make decisions call me.this is crazy that your not standing behind your product

  Business Response

  Date: 02/13/2023

  Good Morning,

   

   

  Polaris technical service has reviewed this case already and is offering goodwill coverage for the parts only. You are no longer in the warranty period and our warranty is time based. Again, if further questions are had, I would advise you contacting your case owner back to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:02/07/2023

  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.

  Our sxs has a stop ride recall on it which means we are not even supposed to start the machine. There is no fix for it at this time and they have no idea when there will be. I paid 40k for this machine less then a year ago and so now I'm stuck making the payment and have no idea when I will be able to use it. I called the dealership I bought the machine from they will not even take trade in on them right now because they do not know when the issue will be fixed. When I call polaris they have no answers for me at all. This should not be my problem.

  Business Response

  Date: 02/08/2023

  Good morning,

   

   

  Polaris is actively working towards a repair solution at this time. Once a fix gets released you will be notified accordingly. We cannot apologize enough for the downtime and inconvenience that this has caused. We are not offering any compensation for this recall and are keeping all offers fair for others that are affected. If something does come out you will be notified accordingly. If further questions are had please contact our Owner Connections Team and talk with one of our specialists. 

   

  Respectfully, 

• Initial Complaint

  Date:02/06/2023

  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.

  Since December of 2022 polaris issued a do not ride warning for our 2021 polaris ultimate xp4 stating it is a fire hazard . Since then they have yet to come up with a solution to fix the issue so we pay 600 a month for a ****** dollar machine and are Unable to use it or get compensation for the inconvenience. Mean while they claim we are just suppose to accept this with no know n amount of time that we will have a unusable machine

  Business Response

  Date: 02/08/2023

  Good morning,

   

   

  Polaris is still actively working towards a ************ a repair has been issued you will be notified accordingly. Unfortunately, Polaris is not offering any compensation due to this. If something does get released you will be notified of what we are going to offer. If further questions are had, we would advise contacting one of our specialists to discuss further. 

   

   

  Thanks, 

• Initial Complaint

  Date:02/06/2023

  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.

  I bought my 21 Polaris RZR Pro XP4 Ultimate in February of 2022. I purchased the machine brand new from an authorized Polaris dealer. I paid approximately $33,500 and bought another $1,500 in accessories at that time. The machine was great. In August of 2022, I hear of multiple stop ride recalls for machines like mine. I contact my dealer and they inform me I am not affected. In October of 2022, Polaris informs me that my machine is actually affected and I must stop riding it immediately. According to Polaris, my machine may spring a fuel leak on a fitting near a hot surface which can cause a fire. I do appreciate Polaris for informing consumers and keeping them safe. I do not appreciate that I have not been able to ride my machine for four months since they still do not have a fix. In the last email I received, Polaris indicated they still do not have a repair. Indicating it will be months longer. This is a depreciating toy that I cant even use. Yet Polaris still manages to continue manufacturing and selling more machines without concern for their customers who cannot ride. My desired resolutions are in order:1. An IMMEDIATE repair of the defective parts. Or 2. Financial compensation for depreciation and lost time. Or 3. A full buy back of my machine at original purchase price.

  Business Response

  Date: 02/08/2023

  Good morning,

   

   

  Polaris is actively working towards a repair solution for the open fuel tank recall. Once a repair has been released, you will be notified accordingly and can schedule an appointment with your dealer. Polaris is not offering compensation for these recalls and are keeping all offers fair for others that are affected. If something does get released you will also be notified. If you have any further question please contact our Owner Connections Team and talk with one of our specialists.

   

  Thanks, 

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  Polaris **** has not offered a reasonable resolution. My machine continues to depreciate in value while I continue to lose riding time. Polaris offers no fix or financial compensation on a long term recall. 

  Business Response

  Date: 02/13/2023

  Good morning,

   

   

  A fix will be getting issued here very soon. We understand the frustration that this has caused. At this time no compensation has been released, but if something does come out you will be notified accordingly.

   

  Respectfully, 

• Initial Complaint

  Date:01/24/2023

  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 2019 polaris sks 850 brand new blew engin with less than **** miles on it also have several other issues it was at the dealer for. I decided to trade that lemon in on a brand new 2021 polaris khaos 850 cc did this transaction in October 2021. At the same time my son bout a 2021 polaris khaos that was also brand new. In March of 2022 my 2021 khaos snowmobile engin blew up with 400 miles on it took polaris 4 months to fix it and is still running today with 527 miles on it. On Jan 22 My kids 2021 polaris khaos has also blown the engin now with 618 miles on it same problem with all three. My problem is the fact that polaris wont do anything but give $600 dollars for a rental. We are leaving for a trip to ********** ******** on feb 3 and are there for one week. The amount polaris is willing to give for a rental will cover not even two days. I have spent over $45,000 in the last four years with Polaris and have nothing but junk and two more engines that are rebuilt improperly because they dont even take the whole engine apart and replace the crank after all the c*** from the piston goes through the bearings on the crank. I am giving BBB The chance to resolve this before I hire a lawyer and start a class action suit on Polaris. We will be picking my kids snowmobile up in the next day or two to rebuild The Engine ourselves so we have it in time to go to ********. Thank you for your time *********************

  Business Response

  Date: 01/25/2023

  Good afternoon,

   

   

  Polaris apologizes for the issues that you are having with your sled. The Owner Connections team is only able to offer a rental sled for $200/day for 3 days for a total of $600.00. We understand it is difficult when your sled is down and have a trip planned, but this is all that we offer for any customer in this situation. If further questions are had, I would advise to contact one of our specialist back to discuss further.

   

   

  Thank you, 

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because:
  
  If it was only a one time problem I **** be ok with your compensation. This is the third snowmobile that has had engin failure and required the whole top and to be replace . The first was a 2019 sks 840under 800 miles the second is a 2021 khaos with just over 400 miles and the third is a 2021 khaos with 609 miles. **** the top of an engin fails you need to disassemble the whole engine aluminum shrapnel goes through the crank bearings and everything else Polaris chooses to only put a new top end on them therefore the snowmobiles are now useless to me now that the engines are compromised brand new. If this is all Polaris can do after spending that kind of money next step will be a lawsuit 

  Business Response

  Date: 02/01/2023

  Good Morning,

   

   

  Warranty does not cover the cost of rental vehicles in the event of a issue and has to go into a dealer. Polaris has a process in place to help out with some of a rental. Polaris is willing to offer the $200.00/day for 3 days for a total of $600.00. This is standard policy we have in place for all of our riders when events like this occur. If further questions are had, I would advise contacting our specialists back to discuss further.

   

   

  Thank you, 

• Initial Complaint

  Date:01/18/2023

  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.

  I write to you in hopes of getting some assistance. I apologize in advance for a long message if this even makes it to you. The unit now has roughly 50 hours and 600 miles now. I currently have a Reference Polaris Case #*******. In July 2020 we purchased the unit for $9750. The first time plowing with it, it stalled numerous times. Serice was requested as it was under warranty. It has been to three separate dealerships for repairs covered under "warranty" as it relates to the unit stalling for the past 3 years. Polaris Case Worker, "*******" agreed that Polaris would credit a dealership due to the continuous is***s with my unit roughly $3,700. I bought the unit for $9,750 and the dealership offered $6335 for trade in. ******* indicated that it did not need to be a Polaris unit for the difference to be covered. Upon going to purchase a different brand due to poor service and Polaris not wanting to admit my machine is a lemon, Polaris then changes their mind and tells the dealership that they can only offer $2000 trade in assistance towards an additional Polaris unit. Mind you my unit now is $3000 more than what I paid for it. Essentially Polaris wants to not abide by their warranty and make things right with me. The offer made by ******* was made to me on Wednesday, January 9th, 2023 at approximately **** p.m. via recorded line.Supervisor ***** at Polaris customer relations refused to transfer me to cooperate to continue through the 3 year headache. I asked him how to go about obtaining Polaris records and phone calls and he informed me that they do not release that information from their company even with Freedom of Information Act forms completed.I am at a loss on what to do and need help. The "Warrant of Merchantability Act" covers warranties not working "for their intended use". Polaris refuses to make this right. I feel like my only option to get my money back and be done with them is to *** them, however, I would lose since it is a large business.

  Business Response

  Date: 01/20/2023

  Good morning,

   

  I am sorry for the issues that you are having with your ATV. When it comes to trade in, our Owner Connections team can only offer so much. Dealers are the ones that set the price on what they will give you on trade and our team tries to help as much as possible. Our trade in assistance is to help close the gap some and not entirely. If further questions are had, please contact your specialist to discuss further.

   

  Thank you,

  Customer Answer

  Date: 01/20/2023

   I am rejecting this response because I have a faulty machine that has had reoccurring problems over the last 3 years. I have attempted to be patient and reach a common ground with Polaris. Two weeks ago Polaris offered dealership credit towards any brand in the amount of $3700. That was done via recorded line. Once we decided against Polaris,  Polaris then took back what they said on the deal and then said I can get ***** towards Polaris unit only. A $6335 trade in on a faulty lemon atv plus ***** trade assistance doesn't even allow me to get the same machine without having to pay more money out of pocket when their machine is faulty and they don't honor their customers and their warranty. Never once have I wanted to compensation above and beyond anything more than for Polaris to take a faulty machine back in the form of the trade and give me a refund for $3700 to dealership credit. The unit is not able to be used in the manner in which is it designed for that is gaeuntees by Polaris' warranty. Polaris agreed to do this deal once until they realized that I no longer wanted to be their customer after all of my troubles. In retaliation, now they don't want to help whatsoever. 
   

  Business Response

  Date: 01/25/2023

  Good afternoon,

   

  At this time this is all that Polaris is going to assist with and there is only so much trade in assistance that we can offer on our end. If you have further questions, I would advise contacting our specialists to discuss further.

   

  Thank you, 

  Customer Answer

  Date: 01/31/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please remove complaint as management as resolved this matter outside of the BBB complaint. Thank you

• Initial Complaint

  Date:01/17/2023

  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.

  I purchased a brand new motorcycle I'm Feb of 2022 for $37 CASH! an paid extra for " premium care" to cover towing among other things. The bike died 2 weeks ago and I've been getting the run around trying to get it towed to the dealership. Haven't even had it a year yet.

  Business Response

  Date: 01/17/2023

  Good afternoon,

   

   

  If questions in regards to the plan that you have, I would advise contacting selling dealer or our Owner Connections Team to discuss further to see if something can be worked out.

   

  Thank you, 

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  I have contacted the dealer, they say call corporate. 2 weeks they been sending me back and forth.
  
  

  Business Response

  Date: 01/20/2023

  Hello,

   

   

  Please call into our Owner Connections team and talk with one of our specialists about this. They will be able to tell you if they can assist you or not.

   

  Thanks,

• Initial Complaint

  Date:01/09/2023

  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 issued a stop ride recall on 9/2/2022 for my RZR pro xp4. As of Jan **************************************************** path to fix recall issue. Im making payments on a vehicle I can not drive and I have little faith much is being done to fix it. What can I do?

  Business Response

  Date: 01/10/2023

  Good morning,

   

   

  Polaris is actively working towards a resolution. Once there is a fix all affected riders will be notified and will need to connect with dealer for scheduling. We apologize for the delay in this and are doing everything possible to released something very soon. If you have any further questions please reach out to the Owner Connections team to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 01/10/2023

   I am rejecting this response because:
  
  I have emails from them stating that they have a validated solution and have instituted two different timelines which they have failed to meet. 

  Business Response

  Date: 01/12/2023

  Good morning,

   

   

  If further questions are had I would advise talking with dealership further on ETA as they are going to have the most up to date information. Otherwise, feel free to call into our Owner Connections to talk with one of our specialists.

   

  Thank you,

• Initial Complaint

  Date:01/07/2023

  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.

  Absolutely disgusted! My 2017 POLARIS Axys is sitting in the garage and will not be ridden at all this winter due to your recall in which you are not supplying any of my local dealerships with the parts to fix it! I am told by all dealerships in my town that the list of sleds to get fixed are 50 to 100 people long and recall fix kits may not be seen till February or into the spring. And of course, if my sled catches on fire due to your recall, my insurance will not cover it, so what are you guys going to do? I am a loyal customer with multiple ********************** products, but this is getting ridiculous. How am I supposed to stand behind you guys and continue to use your machines if I cant even take them out of the garage. If a recall affected my car to where I couldnt drive it I would be given a rental. Are you guys going to give me a Rental sled? What are you guys going to do for me?

  Business Response

  Date: 01/09/2023

  Hello,

   

   

  Polaris is actively getting parts in on a weekly basis and are fulfilling dealers orders as quickly as possible. We are doing all that we can to get kits out as quickly as we can with the supplies we are receiving. We cannot apologize enough for the delay in this and the dealer is going to be your best point of contact when it comes to shipments coming into their dealerships.

   

   

  Thank you, 

  Customer Answer

  Date: 01/10/2023

   I am rejecting this response because:
  
  You are essentially telling customers to not ride the product that they paid for, not shipping out enough fix kits to fix the machines, and then telling customers they will not be reimbursed if they decide to rent a sled for the season while their machine is down. You guys should be held responsible for making everyones sled payments that cannot ride. Apologies only goes so far when you are charging customers more and more every year to purchase your products. Why are other brands not having the same issues that you are? How far low has your quality control gotten? 

  Business Response

  Date: 01/12/2023

  Good morning,

   

   

  Once again we apologize for the delay and are doing what we can to get kits shipped out as quickly as possible. If further questions are had, I would encourage you to call into our Owner ***************** and talk with one of our specialists.

   

   

  Respectfully, 

• Initial Complaint

  Date:12/30/2022

  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 two new Polaris Matryx snowmobiles in December 2021. I have since had numerous recalls, including two recent Stop Ride recalls - the first related to the possibility of fuel tank bursting and the second related to brake malfunction. I was informed of the brake issue over a month ago and there still is no fix available. Given that these are seasonal vehicles we have already lost approximately one quarter of our season and there is no resolution in sight. Further, the company has provided NO communication as to the status of potential solutions or consideration for the inability to use our seasonal vehicles. I have contacted both the dealer that sold ** the vehicle (Steamboat Powersports in *****************, **) and Polaris **************** and have received no information or resolution. Both the product and the service are unacceptable and there is no available solution other than legal action that I am aware of. Thank you for the consideration of this matter.

  Business Response

  Date: 01/02/2023

  Good morning,

   

   

  Both recalls have come out with fixes. We would advise the customer to connect with their dealer to get on their schedule to complete the repairs. We cannot apologize enough for the downtime that this has caused. If the customer has any other questions, please feel free to reach back out to our Owner Connections team.

   

  Thank you, 

  Customer Answer

  Date: 01/02/2023

   I am rejecting this response because:
  
  I spoke with a 'Specialist' in your customer service department on Friday, December 30th and apparently like whoever generated the response to my complaint, she was surprised to 'learn' that there was a fix for one version of the Matryx snowmobile in question but not for the versions with the 'smaller display'.  This was confirmed by the **************** would be preferable if Polaris would get clarity and accuracy internally before communicating in this abrupt and incorrect manner.  Further, the response does NOTHING to address the fact that we have lost another quarter season due to the fact that they sold us a machine with multiple critical faults and has dong NOTHING to rectify this for it's customers.