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:06/03/2024

  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.

  Bought on 02/17/2024 Haven't had it a month and the reverse stopped working once the engine gets hot. The day I was going to go get my tags the reverse stop working. So I took it striaght to the CanAm Dealer here in *******,Tn. I keep talking to the dealer and they keep telling me that everything BRP is telling them how to fix it is not working. The service Manager **** said it's not working the problem is still the same. I would like to have a replacement if they can not repair the F3 spyder. It is in FRS powersports care @*****************************************. Their telephone number is ************* If you would like to call and speak with ************ the Service Manager so he can tell you exactly whats been going on with them and BRP.(PLEASE HELP) IT'S IN THE **** UNDER WARRANTY. 04/30/2024 Entered shop Due to reverse not functioning properly.

  Business Response

  Date: 06/05/2024

  Hello, 

  Thank you for reaching out. We have escalated your customer assistance case to our corporate team, they will be contacting you and the dealership shortly. 

  Kindly,

   

• Initial Complaint

  Date:04/03/2024

  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.

  On 9/16/2023 I purchased a brand new Can-Am X3 Vin number ***************** from ************* at ****************************************************** for ********* that came with 6 month Factory warranty. Soon after it began making knocking noise in the engine that progressively got louder and was taken to ************************* on 1/17/2024. My vehicle sat in the shop for over 2 months before BRP CAN-AM insisted the Cams were out of spec from factory, which caused damage to the Camshaft. **** technician insisted it needed a new engine due to the manufacturer defect, which can am pushed back and gave them their expert advice to replace listed engine parts. Informed engine was fixed and ready on 3/27/2024. Went to pick up on 3/28/24 only to find out the same knocking noise was still present in the engine. Now the machine will again sit in the shop for another 2 plus months waiting to fix an irreparable defected engine. Again **** has insisted a new engine due to it being irreparable due to a misalignment my the manufacture, allll while I continue to make monthly payments on my vehicle that Can-Am refuses to do the right thing. I have given them my money and they arent willing to replace an engine that is internally damaged from the factory, making me a victim and stealing my money. All I want is a replacement due to selling me a damaged engine. I have recently contacted a ******* lemon law attorney who are working on my case. These actions by Can-Am BRP are completely unacceptable and not good way to treat a customer who purchased their product. **** has also valued my vehicle to be worth *****k, which is a significant loss in value due to the engine, was 28k just 6 months ago.

  Business Response

  Date: 04/10/2024

  Hello, 

  Thank you for reaching out. We have escalated your customer assistance case to the Resolution Specialist team and they will be in touch shortly in order to assist. 

  Kindly,

  Customer Answer

  Date: 04/10/2024

  I am rejecting this response because:   That is just simply saying they are passing It off to another person. That is not resolving the issue. The issue is I was sold a defected lemon, that came defected from the manufacturer and they are dragging their feet, all while I have to continue to pay for something I dont even get to enjoy. BRP is supposed to be a reputable company and they arent living up to their standards and taking care of a customer because Im not an important person with a last name of ******, which is why I purchased a can-am bc of their social media platform feedback. All Im asking is for them to do the right thing and take responsibility for providing me with a defected product. Me and my family just want to enjoy what we purchased, but cant.

  Business Response

  Date: 04/12/2024

  Hello, 

  We understand this is not an ideal situation, but rest assured that BRPs technicians and the service team at your dealership are working together to resolve this issue.

  Kindly,

  Customer Answer

  Date: 05/03/2024

  I do not accept their response, my can am x3 is still at the dealership and has been there since January 16, 2024. **** Powersports has again requested a new engine due to other issues that continue to arise. They have now found the oil pressure to be 500psi, 400 psi over what it should be. BRP continues to pushback and their experts dont even know how to correctly fix the issue, which is a manufactured defected engine that they refuse to do the right thing. Just took my money and ran. This is the worst costumer service Ive ever experienced, 4 months later and I still havent got my vehicle fixed because there is no fix, all while I continue to pay for something I cant enjoy, BRP is clearly showing their true colors on this one, they should not be allowed to treat people this way, this is complete BULL SHIT 

• Initial Complaint

  Date:12/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my Can Am Spyder in a shop for 6+ months waiting on a part. The manufacturers continue to tell me that they will send the part but every time this happens, it gets pushed back further. The part is an ECM part.

  Business Response

  Date: 01/04/2024

  Hello, 

  Your case has been escalated to our internal resolution team. Someone will be reaching out shortly in order to assist in resolving the matter. 

  Kindly,

   

• Initial Complaint

  Date:08/10/2023

  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.

  We purchased a new 2019 Can Am Spyder F3 Limited model along with an BRP BEST extended warranty and since 2021 we have experienced a repeated issue which seemingly cannot be resolved. This issue involves an error message (Limp Home) that triggers sporadically. Our bike was purchased from Power Sports of ********** and has been in the shop for repairs at least 3 times in the last two years for 269+ days and counting. It is currently in the shop and has been since February 2023. Initial case number assigned #********. which has now transitioned to technical case #*******. Been working with customer care representative ******************************* ************** but still unsuccessful in reaching a resolution. Interesting this situation seems to align very closely with Lemon Laws!

  Business Response

  Date: 08/25/2023

  Hello, 

  This is a duplicate of complaint #********, please refer to response and case handler for assistance. 

  Kindly,

  Customer Answer

  Date: 08/25/2023

  I am rejecting this response because:   

  This claim is still ongoing with no timeline for conclusion or alternative solutions provided by BRP.  Even after 3 attempts via phone within the last 24 hours to contact the Customer Specialist assigned to the claim to get an update, there has been no response or efforts to return our phone calls. Since the filing of this complaint, approximately another month has passed not to mention this claim has been ongoing since February 2023! Might I mention again, this is the THIRD time our motorcycle has been at the dealership for repair for the same error since 2021. 

  Under no circumstances does it seem we are any closer to resolving this issue and therefore the response from BRP is rejected!

• Initial Complaint

  Date:07/11/2023

  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.

  We bought a 2019 starcraft tritoon with a 2019 evinrude 250HO brp engine on July 1 2020 brand new. We have had the boat going on 3 years and the boat has been in the shop just for the engine a total of 14 months first it was the power steering pump leaking which is built by BRP evinrude. Then the engine blowed up and we took it to a certified brp evinrude shop and he said that evinrude said that the evinrude certified dealer that sold it to me put the wrong prop on the engine. Now the dealer I bought it off of said that I will have to pay for it $5,500.00 because they and evinrude is not going to cover it I will be filing a complaint on long Island marnia to. It has been at long Island marnia since August 4 2022. ******** keep saying everything is on back order but they are sending them parts but the dealer says they are not getting them and evinrude will not talk to the dealer that it is our responsibility. I would like to get a refund on the engine I paid $22,000.00 for just the engine BRP evinrude 250ho.

  Business Response

  Date: 07/13/2023

  Hello,

  I am very sorry to hear you are having troubles with your engine. Please advise if you have called our consumer team or if the dealer has opened a case? Are you able to provide an engine serial number so we can further research the issue? 

  Kind Regards, 

  **********;
  

  Customer Answer

  Date: 07/13/2023

  They are saying serial number is ******** now the dealer is wanting $6,500.00 because evinrude is not covering the labor. They are wanting us to pick it up tomorrow and ************ should we pick it up? BRP evinrude are saying the 1 year warranty with the new power head will be through the dealer and the dealer is saying its through the manufacture brp evinrude. 

  Business Response

  Date: 07/18/2023

  Thank you for responding with the serial number of the outboard engine. I have investigated this complaint and learned the failure of ********************** 250 HP Evinrude outboard, serial number ******** was not caused by a defect in manufacture or production. Therefore the repair/replacement does not qualify for warranty coverage. As a gesture of goodwill, BRP did extend an offer of reduced pricing for the repair. This offer was accepted by Long Island ******* Any further questions related to the referenced charges should be directed to Long Island ******* 

  Customer Answer

  Date: 07/18/2023

  We had a problem with the power steering leaking and we called evinrude they told us to take it to new river ****** so we took it to new river marnia on May 2021 they kept it until July 2021 for the power steering leaking and he said that long Island ****** had the wrong program in it and he changed the program in it then the following summer the engine blew up. ******** told me to take it back to New river marnia the guy from New river called me and he told me that engine blew up and evinrude said that the propeller blew the engine and to take it back to long Island marnia they put the wrong propeller on it to cause it to over Rev but ******** now says they have no record we took it to new river marnia but we have proof we did. Long Island marnia had it for 11 months and 4 days until our warranty ran out they said the put a new powerhead on it in October 2022 and that powerhead blew up in 12 minutes and they had to order 6 new injectors and a new computer I believe that the program in the computer quit sending oil to the 2 stroke engine. 

  Business Response

  Date: 07/20/2023

  Thank you for responding with the serial number of the outboard engine. I have investigated this complaint and learned the failure of ********************** 250 HP Evinrude outboard, serial number ******** was not caused by a defect in manufacture or production. Therefore the repair/replacement does not qualify for warranty coverage. As a gesture of goodwill, BRP did extend an offer of reduced pricing for the repair. This offer was accepted by Long Island ******* Any further questions related to the referenced charges should be directed to Long Island ******* 

• Initial Complaint

  Date:04/24/2023

  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.

  We purchased a Cam Am DS 90 for our granddaughter Christmas ********************************* *********** *****. Since this purchase the *** has not been right , first the rear rims/tires were installed wrong causing tires to rub on muffler, and it would grind make loud popping noise going into forward gear, as well as engine would idle high and idle would raise by turning handle bars. We took it back to Starwood and had them work on it they said it was fixed we drove 3 hour round trip to find out it was not fixed still had issue with shifter not engaging forward gear, this time they picked it up from our home and had it 2 weeks returned it again and said it was fixed now it will not go into reverse. Called and they will come get and work on it again. Again I do fill as ******** is doing what they can.I am filing this complaint against Cam-Am BRP. As I was directly just told BRP does not have a customer service line for the consumer, the lady I spoke with at their line ************** named ***** was extremely rude /unprofessional and aurgementive with me, refused or stated her supervisor would not take my call to the point I had to have my wife speak with her. (Granted I am also a Service Manager for a large home builder so that tells you something about my temperment). How do you sell a product in ******* and not have a service line for the consumer????? Bottom line is I want this Christmas present to be repaired or replaced so that our granddaugther can enjoy it as intended!! I do expect a full apologize from BRP. I also expect this *** to have a extended warranty due to all the issues and the fact it was been in the shop or un-ridable since buying it. If we cannot resolve this by using the BBB I will pursue legal action.

  Business Response

  Date: 05/23/2023

  Hello, 

  Thank you for reaching out.
  Based on case history, we see that the unit was repaired and there was no further need for our assistance. If this is not the case, please reach out to us so we can continue to look into the situation. 

  Kindly,

  Customer Answer

  Date: 05/23/2023

  I am rejecting this response because:   The ATV is still not correct!!! Still cannot shirt into reverse without having to play with the throttle  unacceptable for a child's  machine!!! And now our warranty is about to expire.. **** poor service and still no apology for your rude customer service representative who outright lied to me..

  Business Response

  Date: 05/25/2023

  Hello, 

  If you are still experiencing technical difficulties, please bring your unit to an authorized BRP service location for assessment. They will be able to reach out to BRPs Product Specialist team for technical assistance. 

  If you would like further assistance from customer care, please reach back out, we will be glad to assist. 

  Kindly,

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2022 brand new ryker 600. Since they first day I bought the can-am it stalls out. Driving down the highway and the ryker check engine light comes on and it stalls out while I'm driving 55Mph. This was very scary I thought I was going to get killed. It's at the dealer and I asked for a swap out this ryker its a lemon. I haven't even been able to ride it. I bought it brand new. Someone needs to swap this 2022 ryker out for the same model. The brand new one I bought has some major issues. The dealer tells me it may take 2 weeks or more waiting on brp. It's BRP who isn't getting back to the dealership. I don't feel safe with the Canam I just purchased I want it swapped out for one that isn't a lemon. I just bought this 8/29. I paid for something I can't even use. If I get killed because it stalls out while on a major highway it's can-am brps fault for not listening to me. My friend was driving behind me when I had to bring it back to the dealership and it started bucking and stalled out again. Thank god she was behind me so I didn't get almost hit again . All I want is this one swapped out for the same make and model.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 7, 2022/10/11) */
  Hello,
  
  Thank you for reaching out.
  As a manufacturer, BRPs mandate is to repair units. I see that your dealership opened a case and assistance was provided for a solve.
  Please reach out to your dealership or customer care (**************) if the need arrives in the future.
  Kindly,

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2021 seadoo gtr 230 last august then it broke down with major manufacturer errors when assembled which included safety mechanisms being left off of the engine and bolts missing from the oil pump which was hanging off the engine, this cause me to get stranded and had to have a friend tow me to the nearest boat ramp due to a complete loss in power. This cost me my 2021 season because the dealership had the ski for 2 months diagnosing and fix the issue and it wasn't until the end of October when i got it back, then it was just winterized by the dealership and stored for the winter.
  
  Now in the summer of 2022 i put three hrs on the ski at the beginning of the season and it broke down again with the issue of the oil light flashing on and then flashing off and beeping from the unit. I took it to the dealership and they called me a week later and said it was fine and that it wasn't making and codes or beep. Then they said they were sending brp a copy of what the computer was saying so they can instruct them what to do, that took another week and all they did was tell them to change the oil pressure censor and when they told me that is what they were doing i insisted that they take it out to test it. And not only did this not fix the problem but that was three weeks in and they have no idea what the issue was on why its losing oil pressure and they have to wait weeks for brp to give permission to diagnose the issue. When then finally figured out the issue which was the oil pump came loss again and was hanging off then engine.
  
  They then fixed it again i received the machine back and an hr later it broke down again with the same issue. Ifilled a complaint with the BBB and then brp finally got in touch with me and said they will escalate it to a higher level of customer service and that was July 22 2022 so its been 4 weeks. I was sold a lemon and they don't want to take responsibility.
  So this is the second complaint infilled with the BBB find a resolution
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 7, 2022/09/07) */
  Hello,
  Due to the recent cyber attack, we have been unable to assess the case with customer or dealer since the event. We can see you currently have an open case with a Customer Care Specialist and will allow them to continue to assist with your situation.