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: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.

  Starting in June I was having problems with my machine I bought an aftermarket warranty for. I took it to 4 different dealerships 6 times was still broken every time I got it back. Was charged 2100$ by these dealerships for parts not under warranty to fix the problem that was never fixed.. now we get into august still fighting the problem and a clutch recall comes out. Nobody will work on machine keep getting told fix is 2-3 weeks out and they will have it expedited to a dealer so we can move on to fixing the original problem per *******. Come the end of December the fix is finally released tell me they cant help expedite to a dealer like promised close my case and they say all is good. Absoulutly nothing is good Im out almost 7 months on a 25000$ dollar machine. I understand all of its not Polaris fault directly but Ive used there dealers as directed under warranty and tried to get help from the manufacturer and nobody seems to care. No offer for reimbursement on lost time no help trying to get it fixed and lied to about everything from the dealerships back to the manufacture. Will never own a Polaris again just need to get this fixed before I have to get a lawyer involved.

  Business Response

  Date: 01/02/2023

  Good morning,

   

  Polaris cannot apologize enough for the issues that you are having. Polaris cannot control what a third party warranty covers and doesn't cover. Our warranty covers against manufacturing defects, and if have a concern with the third party warranty will need to contact them directly. For the bulletin we are get parts allocated out to dealers on a weekly basis as they are coming in. We would advise staying in contact with a dealer that you want to work through. Our dealer are all independently owned and operated, and we cannot control how they operate their business.

   

  Thank you, 

• Initial Complaint

  Date:12/20/2022

  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.

  On June 22, 2021, I purchased a 2021 Polaris RZR XP Turbo from Polaris, and had no issues with this purchase until September 9, 2022, when Polaris issued recall Z-22-05, on primary clutch failure. Polaris claims POLARIS IS CURRENTLY EVALUATING A REPAIR PROCEDURE FOR VEHICLES AFFECTED BY THE STOP SALE / STOP RIDE(***********************************************************************************************************************************************************) however 102 days later, as of today, they still have no apparent solution to the problem and fail to provide any additional information to their consumers. When I purchase a product, especially a large purchase like this rzr, I would be like to be able to use it, instead of staring at it in my ********* had also purchased an aftermarket warranty, which I am paying for that I cant even use. Polaris says there is no known solution, but what about the older XP turbo models? Why cant that clutch work on the newer ones? Why cant we reuse a known good design and make it work on the newer XP Turbo instead of saying we dont know what to do, and likely wont until next year? Are you going to repay me for my downtime? When replacing the clutch, do you plan on replacing my belt? Belts need to break in to a clutch for usage correct? I proceeded to call the company and was told that I couldnt talk to anyone who had anymore ***** on the topic than what I had already found on the internet. The dealers I have dealt with have been great to work with, and this is not at all a dealership issue, its a corporate Polaris issue. I would like my RZR to be fixed in a more timely manner, with a drive belt replacement of no charge. If this can not be done in a timely manner, I would appreciate someone at Polaris who has ***** on whats going on to please reach out to discuss this with me. In the future, the outcome of this situation with my XP Turbo will likely impact my purchasing decisions with my next side by side.

  Business Response

  Date: 01/02/2023

  Good morning,

   

   

  Polaris has identified a repair for Z-22-05. We would advise connecting with their dealer to get on the dealers schedule. We cannot apologize enough for the downtime and inconvenience that this has caused. We are not offering any compensation for these bulletins and are keeping it fair for all riders that are impacted by this. If any further questions please reach out to the Owner ***************** to discuss further. 

   

  Thank you,

• Initial Complaint

  Date:12/19/2022

  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.

  Hello not sure exactly what Im doing but Ive never done this before but I bought a 2022 Polaris ranger 570 SP crew cab from my local dealer in ************* *********. I ordered this side-by-side January 24, 2022 and it showed up in May. I custom ordered this side-by-side and spent a total of $26,232.93. It took quite a while for some of the accessories to come in but I have received all of them besides one and one of them is the most important thing that I wanted with this, and that is for the doors for my side-by-side the doors alone were a total of $5260. They were for the front and rear doors for the side-by-side they sent them in a kit. All of the doors showed up, but the passenger side rear door came with the wrong hinge on it, so we could not install the door I could only install three out of the four doors. But I wanted to use this thing for year around purpose but the most important reason why I wanted them is because I have kids So no rocks come up and hit anymore or branches. and I have other accessories installed like heat, full glass, front and rear in a roof and everything so the thing is fully enclosed. Obviously it does me no good if I dont have my doors on my side-by-side, I have been working with Polaris since the day my dealership told me this was before I even picked up the side-by-side Polaris has obviously already gotten my check and my payments on this thing is $480 per month and Ive been dealing with this for the last eight months going on nine months and I have a Polaris case going and every single time I call and I call quite a bit. They tell me theres nothing they can do. The part is on national backorder and theres absolutely no ETA and theres no compensation that they will give me until they know how long Ive waited. I cant even sell this thing because who is going to want to buy it with no doors on it and not the correct parts to install the doors. So the part Im waiting on is a hinge for the door. They wont send me new doors

  Business Response

  Date: 12/30/2022

  Good Afternoon,

   

   

  Polaris is looking into this further at this time to see if we can source the hinge. We have been in touch with the rep and the dealer and will provide an update to them when we hear back. We apologize for the inconvenience that his likely has caused.

   

  Thank you,

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Polaris has a safety recall on their ***'s for an Electronic Control Module (***), since 2008. I purchased an *** from an original owner in the summer of 2021. In December of 2021 the *** went bad and when I contacted a dealership to get this part, I was informed that it was a safety recall. The dealership contacted Polaris to order the part and were told it was on back order and would be shipped in January 2022. January came and went and then were told it would shipped in March of 2022. In March I contacted Polaris and opened a case (*******) for the part in question and was told it would be shipped in April. I was then contacted by Polaris in April and said the part would then be shipped in July. I contacted Polaris again in July and was then told the part would be shipped in December. I just received a text from my local dealership stating, "the controller is still on back order with no ETA". They keep blaming COVID and supply chain delay, this is totally unacceptable as I've been waiting on this part for over a year now. Because the *** has not run for over a year there could be additional issues, as none of the internal parts are being lubricated. For example the engine could seize up, transmission not shift properly, brakes locked up, and tires becoming dry rotted.

  Business Response

  Date: 12/20/2022

  Good morning,

   

   

  Supply chain issues have caused a lot of delays in parts shipping out and arriving to our warehouse. We are continuing to work with our suppliers to get the parts that we need out to our dealers. We would advise staying in contact with case owner or dealer in regards to a status on the parts. We cannot VDO this part due to it being part of a bulletin.

   

   

  Thank you, 

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  

  This safety recall was done long before the so called covid issues and supply chain issues, this started in 2008.  Polaris knows exactly how many of the ATV's were sold with the bad ***'s and should have had those ************* for each vehicle at that time.  What Polaris did was try to save money and only get the parts for those vehicles that the *** went bad in, now all the ATV's with bad ***'s are no more than glorified paper weights taking up space in the garage.  Polaris can rectify this issue by authorizing the dealership to replace entire wiring harness with the bad *** to the wiring harness with the CDI box.  But again, Polaris won't do this because they are only about making money and forget about the customer once the product is out their door.  

  
  

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ATV from Polaris 3 months ago for $12,000. 3 weeks ago, I received a notice to stop driving it for safety reasons due to a FAULTY wiring harness. I've called my dealer and Polaris home office. But no one can tell me IF/when it will ever be repaired. I bought it to plow snow, which will soon be coming. I now have a $12,000 paperweight sitting in my garage. It has no value to me. Since Polaris cannot say IF/when it will ever be repaired, I want to return it for full value, get my money back so I can buy a more reputable machine.

  Business Response

  Date: 12/15/2022

  Good morning,

   

   

  A fix was released last week and parts have started shipping out this week. If the customer hasn't already, they should connect with their dealer to schedule the recall getting completed. If the customer has any questions, they can call back into the ** team to discuss.

   

   

  Thanks, 

  Customer Answer

  Date: 12/15/2022

   I am rejecting this response because: The statement from Polaris is false. There were no parts involved in nor needed to make the repair.  Yes, the repair has been made. It was made by wrapping tape around the faulty part. That could have and should have been done on the day after the recall was made.  I have had recalls on several autos that I have owned over the years. And in each and every case, I was able to go the car dealership and have the repair made on the day I received the recall. In this case, The recall was issued on 11/07/2022. I was not able to use my vehicle from that date forward. I did not receive notice of repair eligibility until 12/07/2022, 30 days later.  There was no reason to wait for a repair that required no more than tape to be wrapped around the faulty part as installed by Polaris. I want to be compensated for the month I was unable to use my vehicle and I want to be compensated for the time and travel mileage to/from the dealer for them to wrap tape around the faulty part that they originally installed.  ****** map miles from my house to the dealer is 29 miles each way, 58 miles round trip at the prevailing IRS mileage rate of $0.625 per miles equals $36.25.  
  
  
  

  Business Response

  Date: 12/15/2022

  Good afternoon,

   

   

  Polaris is not offering any compensation on this bulletin and are making no exceptions. No customers are receiving compensation due to this recall, and are keeping all offers fair when we do offer anything in ******************** is our top priority for all of our riders and Polaris cannot apologize enough for the downtime this has caused. If any further questions, I would advise the customer to call **************************** to talk to one of our agents.

   

  Thank you, 

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safety Recall/Stop Ride Z-***** was issued in September, 2022 for 2021-20222 RZR XP4 Pro vehicles. However, Polaris did not stop selling the unsafe vehicles. Therefore, theyve continued to make fraudulent, negligent, unsafe consumer ******** purchased the unsafe 2022 RXR XP4 Pro on 10/4/22, and on 11/29/22 they sent me the Stop Ride notice. ****** at Polaris will NOT refund, adjust, credit, exchange, or repair. Instead Polaris is completely stealing from consumers and still charging full price for a brand new vehicle that cant be used.

  Business Response

  Date: 12/12/2022

  Polaris is actively working towards a resolution on this recall that was issued. The consumer will be notified once there is a update on the recall and their case. Polaris will continue to work with ** on the case that we have started on our end for this recall. If ** has any other questions, they can always call back in. 

   

   

  Thank you, 

  Customer Answer

  Date: 12/13/2022

   I am rejecting this response because:
  This is gross negligence. Polaris should have stopped selling these vehicles back in September instead of continuing to sell hazardous vehicles. They have committed crimes putting consumers in ***** way while committing financial fraud. We are all still paying for these expensive vehicles that cant even be used. Someone needs to hold Polaris accountable immediately.
  
  

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sportsman 450 ATV on 10/29/2021. They issued a recall that the beginning on November 2022 and said the vehicle is not safe to operate. They have no fix and don't know when one will be available. The vehicle was used daily and no I have nothing.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We bought a 2021 Polaris RZR at the end of May this year 2022. At the time we asked the salesman if there were anymore issues with Polaris RZR's catching on fire (this was an issue for 2015-2016 Polaris RZR's) we were told by the salesman that all those issues had been addressed and that all Polaris vehicle were in fine working order with no "catching on fire" issue. Those issues had been resolved. On September 2nd, 2022, we received an email from Polaris stating that we had a STOP RIDE/SALE recall in place because our specific model of RZR has been found to have a problem with catching on fire. It is now November 21, ****************************************************** our garage that we cannot use and are offered no help from Polaris. We have contacted them many times and asked if they would at least give us a loaner until they get ours fixed and they say no. We have a huge charity event in December that we sponsor with over **** UTV's participate in to raise money for veterans and we called Polaris again and asked for at least a loaner to use at the charity event and they said no. We cannot trust Polaris or their products. Our RZR has lost value and we cannot sell it to buy a different one. We are stuck with an expensive product we can't use. We asked the salesman specifically about this and was assured there was no problem and here we are months later with that exact problem and with no cooperation, help, or replacement from Polaris **** I want them to buy my RZR back from me including all their aftermarket parts I have put on it totaling over $10,000, I have at least $52,000.00 invested in their un-useable! They were perfectly happy to take my money now they can give it back and take back their un-useable product.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2020 Indian challenger was at the **********, ********* dealer for 6 weeks due to an electrical issue. After weeks of no progress, I got in touch in Indian motorcycle. While the rep organized and kept me up to date in the progress, she also stated that they will cover the entire cost due to the bike being under warranty and due to the headache of having the bike at the dealer for that long. When I finally picked up the bike at the dealer, I was told I will have to cover 1/3 of the cost, 1/3 to the dealer and 1/3 to Polaris. While this is not what I was told by the rep, I agreed to pay due to my road-trip was starting the next day and I was just going to ask for the money after. When I did ask for the money back based inn what i was told during the 6 weeks the dealer had my bike, the rep told me they were not going to give me my money back due to my bikes exhaust was upgraded illegally. I bought the bike used and it already had an exhaust on it and I just replaced it with something better and that the issue had nothing to do with the exhaust. I feel that the Indian Motorcycle representative falsely misrepresented the company. Out of frustration, I was stating that as much as I love the bike, I was considering trading it due to it being unreliable and taking 6 weeks to fix. I love the bike and will continue to support the company but I feel the company was very misguiding especially with warranty work.

  Business Response

  Date: 11/15/2022

  Hi ******,

  
  Thank you for contacting Polaris Owner Connections. I apologize for the issues you are having with your unit. Please give us a call at **************, and we will walk through some options with you on getting your unit repaired. We will make sure to get you taken care of. Thanks and have a great day!
  

  Best, 

   

  Polaris Owner Connections

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I purchased a brand new 2022 Polaris 850 XC snowmobile from a local dealer in *********, *********. On September 2, **** I received a Stop Ride Notice from Polaris because of a possible defective gas tank issue that could cause the snowmobile to start on fire. I have contacted my local dealer and they have all told me that they have not received any parts or very limited parts from Polaris and hence they are unable to fix my recall issue. What is the best way to get my snowmobile fixed as soon as possible so that I can start riding it? Why are there not parts available from Polaris on this issue?

  Business Response

  Date: 11/22/2022

  Good morning,

   

   

  Polaris has come out with a fix on the fuel tank recall and parts are actively getting shipped out weekly. Parts are being allocated out to dealers based on previous sale numbers. The consumer needs to continue to work with dealer until the parts arrive for them to complete the recall. If the consumer has any questions they can give us a call at **************.

   

  Thank you,