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:02/06/2023

  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:01/09/2023

  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: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.

• 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:11/22/2022

  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:11/14/2022

  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, 

• Initial Complaint

  Date:11/09/2022

  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.

  Polaris RZR went down (broke) in August for bad fuel pump and injectors. Machine is under warranty and has been in shop waiting for fuel injectors due to being on back order. Currently been in shop (**************, **) now for 3 months going on month # 4! Just talked to Polaris today and they are saying that I will still be unable to get my machine back for another 5 months at least as the parts are now on back order till March maybe April! Unacceptable practice as they are offering no additional help, compensation or interim resolution.