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:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/11/2024

  Hello,

   

   

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

   

  Respectfully, 

  Customer Answer

  Date: 03/11/2024

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

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

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

  
  

  Business Response

  Date: 03/12/2024

  Hello,

   

   

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

   

  Respectfully, 

  Customer Answer

  Date: 03/12/2024

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

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

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

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

  
  

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/04/2024

  Hello,

   

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

   

  Respectfully, 

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:

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

   

  
  

  Business Response

  Date: 03/04/2024

  Hello,

   

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

   

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

   

  Respectfully, 

  Customer Answer

  Date: 03/04/2024

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

• Initial Complaint

  Date:02/19/2024

  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.

  Lemon Law case. Purchased a Polaris side by side. We purchased the most inclusive extended warranty available. Our vehicle has been repaired by Polaris under *******. warranty and under the extended warranty. We have approached them repeatedly and they just want us to keep bringing it in to be worked on. Each time we do this they assure us that it is fixed. Then we travel out of state repeatedly and every single time the vehicle fails. we are out of options

  Business Response

  Date: 02/19/2024

  Hello,

   

   

  Sorry to hear about the issues you are having with your General. Polaris works directly with our authorized dealerships to repair machines. Warranty is in place to fix machines and not replace them if at all possible. If you are currently having issues with the machine currently, Polaris would advise bringing it back to the dealer so the dealership can work with our corporate technicians to get to the bottom of the issues you are having with your machine. Polaris would advise continuing to work with your case owner to come to a resolution on your issues. We can be reached at ************** and reference your case number that you have been assigned C-8369227. 

   

  Respectfully, 

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 Polaris snowmobile last April. Since then a stop ride has been issued to the snowmobile primary clutch (p22). Its is now January 17th and no parts are available for the fix. My snowmobile season will end mid February due to work. I have already missed 2 planned trips out west to the mountains. I have called Polaris customer service numerous times in regards to this issue with no resolution. The answer I receive is no good will is being offered at this time. Im asking Polaris to do the right thing and extend my manufactures warranty since I may no get to ride the snowmobile. I basically have a $19,000 paper weight sitting in my garage taking up space. *** even asked for my money back and I will move on from Polaris as this is unacceptable to me from a company. I feel like they have stolen $19,000 from me and our just laughing about it. Anything that could be done to resolve this matter would be greatly appreciated.

  Business Response

  Date: 01/18/2024

  Hello,

   

   

  Thank you for reaching out. Sorry to hear that your sled is affected by a recall and waiting on parts to arrive. We are doing all that we can to get parts shipped out as quickly as we receive them. Your dealer is going to have the most up to date information on when your parts will be arriving for your specific sled. As far as goodwill, our snow team is not offering anything at this time. If we offer something to one we have to offer it for everyone and no goodwill has been offered. If that changes you will be notified accordingly.

   

  Respectfully, 

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because: I paid money for a vehicle to use in the winter and cant use it. Why were the 24 models equipped with the warranty parts and shipped? Was it because Polaris had a shipping deadline that they guaranteed customers the snowmobile shipped by a certain date or the customer received a $1500 rebate? So instead of taking care of the 23 models which people already paid for, they went ahead and equipped the 24 models so they would not have to pay the rebate. Ive been in contact with others in my situation and they have received good will. Im asking Polaris to stand behind their paying customers and extend my warranty. I have missed one trip out west and will miss another trip next Friday. Im currently employed in law enforcement and suffer from ptsd from numerous serious incidents at work. Snowmobiling in the mountains is my escape and therapy. *** explained this to customer's service but they dont seem to care. Just do the right thing! 
  
  
  

  Business Response

  Date: 01/18/2024

  Hello,

   

  Polaris is doing all that they can to get parts shipped out as quickly as possible. Parts are actively shipping out to our dealers on a daily basis. For the most up to date information on your parts, we would advise connecting with the dealer you are working with. At this time no compensation is being offered through our snow team due to this specific recall. All cases are reviewed on a case by case basis and cannot speak on other customer's cases. If the snow team decides to offer compensation, all affected riders will receive the same offer and you will be notified accordingly. 

   

  Respectfully, 

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2023 Polaris 570 Northstar sxs with a 1 year warranty, 6 months into ownership I developed issues with the drivers door splitting apart at the seam also the same door window gasket keeps falling out 4 times now repaired by dealer still falls out. Dealer tells me they requested a complete replacement door from Polaris but Polaris refuses to replace the door. As I use the door the split becomes larger its only a matter of time before loose flap catches on something and tears off entire outter skin of door. I do not understand how Polaris can just walk away from this it is obviously a defect covered under warranty. I have several pictures of this issue I can forward. I have tried to contact Polaris myself as urged to do so by my dealer, ****************** , **********, **. #1 The dealer should be getting satisfaction from Polaris it to whom Polaris directs the customer to resolve issues. #2 I have email and called Polaris directly with no return contact.

  Business Response

  Date: 01/08/2024

  Hello,

   

   

  Thank you for contacting Polaris. We are sorry to hear that you are having issues with your doors on your Ranger. At this time our technical support team is working directly with your dealership to resolve these concerns. We have serviceable parts available for these types of issues. At this time we are waiting for more information from your dealer that we have requested as of 1/4 and before. I see that you have a case open with our Owner Connections Team and we will continue to work with you until there is a full resolution. I will ask for your case owner to follow up with you today.

   

  Respectfully, 

  Customer Answer

  Date: 01/08/2024

   I am rejecting this response because:
  
  II have been told by dealer Polaris rejects replacing drivers door.

  Business Response

  Date: 01/08/2024

  Hello,

   

  At this time Polaris has not approved a new door to be replaced. We have serviceable parts to fix the issue at hand for these types of situations. Once we get further information from your dealer our technical support team will provide your dealer with next steps in moving forward with your case.

   

  Respectfully, 

• Initial Complaint

  Date:12/31/2023

  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.

  This complaint needs to be forwarded to CEO, *******************************, and *******************************, Chief Product Excellence, Quality and Safety Officer. My next communications will be addressed to the Attorney General of *****************. I have already sent communications directly to Polaris; customer service department. This company has failed its patrons miserably. In March of 2021, I snowchecked a 2022 Polaris XCR 850 with a 136 in. track. It was due to arrive in October. I did not receive it until the end of January of 2022, half way into our winter season in ****************. In the spring of 2022, I received a stop ride order for a recall for a fuel pump. That part did not arrive until February of 2023, once again half way into the winter season. On July 13, 2023, I received my next stop ride for a recall for a primary clutch, order #s-2306. Once again, as winter has arrived there is no part in sight, yet this same clutch is being installed in new models that are leaving the dealership floor right now. Polaris has failed its commitment, Geared for Good. It is not meeting the standards the Polaris company used to have, robbing consumers of confidence. My first sled was a 69 Polaris Colt. My first new sled was a **** Indy Trail. Since 2010, I have bought 13 to 14 side by sides, in a value of at least $100,000 from the best dealer ever, ********************* of ******* Polaris in Newport, **. He is the only reason I have continued to stand by Polaris products. We have always been a Polaris family, but the company is not living up to its promises to us, releasing unsafe, faulty machines that cost a great deal of money from hard-working ********* like myself. At this point, I believe I should be credited on my ********* account from ********************** for every month that my Polaris sled has been nothing more than a $16,000 paperweight. Shame on Polaris for continuing to churn out machines, drawing in new customers, while doing nothing to make existing customers whole.

  Business Response

  Date: 01/02/2024

  Hello,

   

  Thank you for reaching out to Polaris. We are sorry to hear that your sled is affected by the latest clutch recall. Safety is our number one priority for all of our riders. We are doing all that we can to get parts shipped out as quickly as we can. As far as any compensation or refund, we are not providing this on any of the bulletins you have been affected by. If our snow team chooses to provide compensation, you will be notified accordingly. A agent reached out via email and a voicemail earlier this morning. We will continue to work with you until the dealer has the parts that they need. Once again, we cannot apologize enough for the inconvenience that bulletins due cause our consumers, but can assure you we are doing everything we can to get parts shipped out as quick as we receive them.

   

  Respectfully, 

  Customer Answer

  Date: 01/02/2024

   I am rejecting this response because:
  
  In the past 12 years I have spent a quarter of a million dollars on this company's products.  However, my experience with this snowmobile has been the worst. My response from the company has been awful. It is as if they only care about making money. They say safety is their priority but they sold me a machine that had a stop ride order for all of last season and again this year. I should be reimbursed for all the time lost using what is a $16000 paperweight.  Polaris has failed to meet their former standards of excellence I used to rely on. My dealer, *********************, is amazing.  Shame on Polaris for making him deal with your messes.

  Business Response

  Date: 01/05/2024

  Hello,

   

  We are doing all that we can to get parts shipped out as quickly as we can and apologize for the delay in getting them to your dealer. Safety is our top priority for all of our riders and is why we had to put out a recall. We cannot apologize enough for your downtime and inconvenience . If any compensation is going to be offered you will be notified accordingly by our snow team. If you have any other questions, you can reach out to our Owner Connections Team to discuss further at **************.

   

  Respectfully, 

• Initial Complaint

  Date:12/11/2023

  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.

  I purchased a Polaris RZR 200 for my son in early 2023. We were issued a stop use instruction from Polaris in early September of 2023 until they find a repair for a potential steering rack failure. Weve contacted our dealer every couple of weeks and theyve indicated not only has Polaris not provided parts or repair instructions there hasnt been any communication regarding WHEN a repair will be available. Meanwhile my son is aging out of the machine (hes getting big!), making its ownership and use less valuable, and its depreciating rapidly as it sits in the garage. I recognize engineering mistakes happen, but when you make a mistake fix it as quickly as possible! Months of waiting with no communication is completely unacceptable. Especially given the cost of this product. Hey Polaris, take back your company from the legal department and do the right thing for your loyal customers.

  Business Response

  Date: 12/12/2023

  Hello,

   

  Thank you for contacting Polaris. I am sorry to hear your RZR 200 is affected by a recall. Polaris has since issued a fix for this issue as of November 30th. You should be receiving a mailer on this very soon. Polaris would advise scheduling a time with your authorized dealership to get this scheduled. Parts have already started to ship out to dealers to complete these repairs. Polaris cannot apologize enough for the downtime that this has caused. If you have any further questions please reach out to our Owner Connections Team to discuss further. We can be reached at **************.

   

  Respectfully, 

• Initial Complaint

  Date:12/06/2023

  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.

  Bought a rzr 200 shortly after the put a stop ride on them after several months still nothing has been fixed it comes with a factory warranty my warrant will be gone long before my kids can enjoy it not to mention I am paying for a item that just sits in the garage

  Business Response

  Date: 12/07/2023

  Hello,

   

   

  Thank you for reaching out. Sorry to hear that your RZR 200 is affected by a recall. Polaris issued a fix on this issue on 11/30/2023 and you should be receiving a letter on this hear soon. If you have not already, Polaris would advise you connecting with your dealer to get this scheduled to be repaired. If you were in warranty when the recall was released you will be receiving an additional 6 months of warranty added to you VIN, as well as a $250.00 PGA coupon at completion. Please reach out to our Owner Connections Team if you have any questions. We can be reached at **************

   

  Respectfully, 

• Initial Complaint

  Date:11/03/2023

  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 have a 2022 POLARIS RZR 200 EFI, Model #: Z22HCB18A2, and received a stop ride notice (Z-23-06) on 9/7/23. The manufacturer has no solution for repair as of 11/3/23. Polaris has communicated that once a remedy is finalized, it is the owner's financial responsibility to trailer it to a service facility. Additionally, Polaris has communicated that even when a solution is identified, the needed parts need to be produced and available at their service centers, which adds more time. A stop ride notice means that the owner cannot use the vehicle. Polaris has declined providing any compensation for the time lost/ missed utility or for paying the cost to transport the vehicle to be serviced in the future.

  Business Response

  Date: 11/03/2023

  Hello,

   

  Sorry to hear that your RZR 200 is affected by a stopped ride recall at this time. Polaris cannot apologize enough for the inconvenience that this has caused. Engineering is doing all that they can at this time to release a fix for this issue. If any compensation is going to be offered, you will be notified accordingly. On any stop ride recall that Polaris releases, we do assist with 1 hour of transportation assistance. Once a fix has been released and a update is available you will be notified of the repair solution. Again, we cannot apologize for the inconvenience that this has caused.

   

  Respectfully, 

  Customer Answer

  Date: 11/03/2023

   I am rejecting this response because: no solution provided.
  
  
  

  Business Response

  Date: 11/08/2023

  Hello,
  
  Polaris cannot apologize enough for the inconvenience that this has caused. Engineering is doing all that they can at this time to release a fix for this issue. If any compensation is going to be offered, you will be notified accordingly. On any stop ride recall that Polaris releases, we do assist with 1 hour of transportation assistance. Once a fix has been released and a update is available you will be notified of the repair solution. Again, we cannot apologize for the inconvenience that this has caused. If you have further questions, please reach out to a specialist to discuss your case further. We can be reached at **************.
  
  Respectfully, 

• Initial Complaint

  Date:10/24/2023

  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 purchased a new zrz200 December of last year. Two months ago I received a recall that said I can no longer use it. I contacted polaris today. I was told there's nothing they will do. You can not sell someone something for several thousands of dollars then tell them they can't use it for a undetermined amount of time. I can understand having a recall. And getting it fixed. Polaris does not have a fix for this. I request my money back for this defective vehicle.

  Business Response

  Date: 10/25/2023

  Hello,

   

  Sorry to hear your RZR 200 is under recall at this time. Safety is our top priority for all of our riders. At this time Polaris engineering team is working on a fix and resolution for this issue. Once there is a update you will be notified accordingly. Polaris cannot apologize enough for the inconvenience that this has caused, but can assure you when there is a update you will contacted.

   

  Respectfully, 

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because:
  You sold me a product that I can not use.  This can not be legal. 
  
  

  Business Response

  Date: 10/25/2023

  Hello,

   

  Polaris cannot apologize enough for the recall that is currently on your machine. Engineering is doing all that they can to release a fix as quickly as possible. Once there is a update for you, you will be notified accordingly. We understand the inconvenience that this has caused for our riders, but can assure you safety is our number one priority for all of our riders.

   

  Respectfully,