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:06/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Polaris 570 Crew from ************************* in ************ ** May 23rd of 2021. The 570 crew came with a 2 year warranty and I purchased the 3 year extended warranty. I noticed it was using oil prior to the original warranty running out and called Polaris they told me to take it in to the dealer. I scheduled the appointment with ***** at Dream Machine ************ and took the machine in prior to the original warranty expiring. They turned in the repairs to Polaris and have had difficulty getting them to cover the repair. On 6/27 ***** at the dealer asked me to call Polaris directly to get it covered. I called Polaris @ ************ Case # C-******* and **************** # *******. I spoke to ****** and *******. ****** said the dealer has to provide more info but dealer says they have provided everything asked. The machine is used on a ranch daily and currently (busy time of year) we don't have it to feed or check crops. I would just like them to honor the warranty and if they are not going to stand behind their product to refund my money for the machine and the extended warranty I purchased. I am 51 years old and the primary driver of the machine. I explained to Polaris the machine has had all of its oil changes and maintenance, I have the receipts and it is adult driven on a ranch. If I can provide any additional information, please do not hesitate to call me. Unfortunately, I do not have any documentation to upload on the current repairs. I have the warranty info at home and can upload that if needed but they are not disputing that it was in before the original warranty was up or that I purchased the extended warranty. My cell# ************ They have had my machine since 05/18/2023 to do the repairs. I personally do not think it is a dealer issue but I could be wrong... Thank you for the help!

  Business Response

  Date: 06/28/2023

  Good afternoon,

   

  As of this morning 6/28 your claim has been approved, as the dealer was able to provide us with a defect. Your dealer has been notified of this and would advise you get in touch with them moving forward.

   

  Respectfully, 

  Customer Answer

  Date: 06/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that the dealer had to have me call corporate to complain and file this complaint to get action. I am still concerned that I have wasted my money buying the extended warranty but I suppose time will tell. I bought a Polaris because I thought the quality of product and company were supposed to be the best UTV to use on our farm. So far, the warranty/repair experience has been disappointing. 

   

  Thank you for the assistance in this matter.

• Initial Complaint

  Date:06/24/2023

  Type:Sales and Advertising 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.

  Warranty Work denied on a New North Star Polaris. Bus Bar quit working; Wind shield leaked like a faucet. Cost ****** Dealer said they would try turning it in. Power Sports of ******* **. Worst place in ******* to buy Off Road 4x4. When your rebates came out, they moved all your 4X4s out of bldg. to the road. I was first charged ****** and some change for an oil Change then got home and had to go back for the other repairs this terrible business refused to fix after I had spent 30k on a new Mach. I'd like to have my money returned and this Business be penalized for charging customers for Warranty work I am not liable for. I would like my ****** back. I will never set foot in that corrupt dump again. Even tried to trade boats there and got a ridiculous offer.

  Business Response

  Date: 06/26/2023

  Good morning,

   

  No warranty cases have been submitted over to Polaris to review on your behalf. If no claims get submitted over our technical team has no way of reviewing a claim. For Polaris to assist your dealer is going to need to submit over a claim to be reviewed. Our warranty covers against manufacturing defects. We cannot control how our dealer operate their business, as they are all privately owned and operated.  

   

  Respectfully,

  Customer Answer

  Date: 06/26/2023

   I am rejecting this response because:
  
  The dealer has all the work preformed on the ********* Starr and said they would submit it to Polaris as they lied. I should not have had to pay for defective materials put into that ********* dollar 4x4 and wait for Polaris to refund me for Polaris defective shoddy work . Stop passing the buck back onto Power Sports of ******* in ******* ********, they are Worthless as it is and corrupt and greedy. Refund my money they have all repair work on file , The little guy always suffers with this type of abuse. I want my money back . 

  Business Response

  Date: 06/26/2023

  Good Afternoon,

   

   

  For Polaris to review a claim on your behalf, your dealer will need to submit over a claim. Polaris does not control how our dealers operate their service department as they are all privately owned and operated. If you have further questions I would advise contacting our Owner Connections Team at **************.

   

  Respectfully,

• Initial Complaint

  Date:06/18/2023

  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.

  Took 2012 Polaris RZR 900xp to get serviced, after 4 weeks they decided to work on after it's been driven moved around several times. i called and ask what is taken so long. ***** said they were over booked and only two mechanics. ***** stated they are having a hard time finding a mechanic without lying and they are not certified. First he stated it's all in pieces, and it will be ready on a Thursday. I called Thursday still in pieces but also said they have been moving it around. Before I took it in it always started and drove perfectly. ***** called again and said the starter stuck and BLEW THE ***** UP, this happened on the 5th week. He has been given me conflicting stories, and the mechanics are not certified. They are expecting me to pay for a new motor plus the service. I have had zero problems for 5 years ran and started perfectly, low hours and thousands of dollars on upgrades. This company is new and bought the previous one that I always took it in for service with zero problems.

  Business Response

  Date: 06/19/2023

  Good morning,

   

   

  Sorry about the issues that you are having with your servicing dealers. This is something you are going to have to work out with the dealer. Our authorized dealers are all independently owned and operated. We do not control how they operate their business. If the dealer did indeed do something wrong, that is something you will need to take up with them. If you have any further questions, I would advise contacting our Owner Connections Team at ************** to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:06/11/2023

  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 have received multiple check engine lights (3 check engine lights) on my brand new FTR 2023 purchased from Indian Motorcycle of *********, ** with 0 miles. Polaris is the manufacturer. The codes mentioned by the mechanic at the Indian dealer after they cleared the history codes are U2200 on May 13th and P1523 and U2200 on may 27th. The motorcycle has shut off more than *********************************************** neutral and struggles to idle properly. I have also had the bike turn off on me at a red light when I had the clutch lever fully pulled in - in first gear. I took my bike to the dealer for 500 mile maintenance and they claimed they could not replicate the issue after I mentioned it may have something to do with the battery. I took the ********** to a different Indian dealer in ************ post seeing additional check engine lights come on and the grommet on my tachometer needle popping off and bouncing around in the instrument cluster. The dealer cleared the history codes and said again they are unable to replicate the issue. They only fixed the grommet, yet I was blamed for this by the mechanic at the dealer who said I was most likely "abusing" the bike. I have only ridden the bike on my commute to work and have not abused the bike at all. After receiving the ********** from the dealer with only the grommet fixed, the mechanic handed me the key and I turned on the bike and it shut off instantly. He went inside and I told him what happened, I had not even moved the bike from where they handed me the keys and the issue came up which he claimed he could not replicate afrer having my bike for a week and a half. They said there is nothing they can do. I now have seen this issue occur 3 times in the last 24 hours. Bike shuts off immediately after turning it on. I am confident I will receive more check engine lights and concern for safety.Total cost - $21,558.47 Milage ***** Date of purchase - 05/06/23 Zero modifications Zero trust in brand or warranty

  Business Response

  Date: 06/12/2023

  Good morning,

   

  Sorry for the issues that you are experiencing with your bike. Polaris/Indian work directly with our authorized dealerships to diagnose concerns. For us to assist your dealer is going to need to duplicate the concern you are having and report anything they are seeing to our technicians. It looks like you also have an active Owner Connection's case with our team. We would advise staying in touch with the rep you are working with until there is a resolution on your case.

   

  Respectfully, 

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because:
  
  ********, the representative from Polaris has not helped me. He refuses to send me the paperwork related to the history codes of my motorcycle and any other paperwork related to the issues I have faced thus far. 

   

  I have U2200 and P1523 code from what I have been told and do not trust that there are not other codes they deleted and do not want to provide history paperwork of. 

   

  These are very serious codes related to the throttle actuator module, battery, and fuel.

  I am reaching out to high level exexutives to both Indian and Polaris. 

  I will seek a lawyer. 

   

  The rep ******** only suggested I take my bike to a different Indian motorcycle shop. I have already been to two with no resolve. I have video proof of my bike shutting off after start up. The bike has shut off 4 times in the last 24 hours. 

  Thanks,

  Yazon

  Business Response

  Date: 06/13/2023

  Good morning,

   

   

  All codes are stored inside the *** and is nothing something we send out to customers. Polaris would advise providing any videos you have to your dealer so they can send that over to our corporate technicians to help diagnose the issue that you are having. We work directly with our authorized dealerships to diagnose concerns that customers are having.

   

  Respectfully, 

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  I have just received another code last night and have video. I also have more videos of the bike shutting down. You need to provide paperwork of all the codes I have received so I can show a lawyer. This is already 4 check engine ligjts I have gotten and grommet popping off and bike unable to idle properly and turning off on neutral and at red lights while in first gear all together more than 15 times. The bike is supposed to be brand new. Have not even owned it for a month and a half. 

• Initial Complaint

  Date:05/11/2023

  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.

  Purchased new ATV 3/13/22 with extended warrantee, 2 months after the extended warrantee expired the front brake shoe disintegrated and the pieces of the failed brake shoe destroyed the rotor and the pistons. The machine has been rendered in-operable due to a factory failure to assemble the brake components properly. there is no other explanation for this failure. Polaris has offered no solution to this new machine's improper assembly except for me to rent a truck and trailor, take a day off and drive the dead machine 88 miles to the ******* dealer.

  Business Response

  Date: 05/11/2023

  Good Afternoon,

   

   

  Sorry to hear about the issues that you are having with your machine. Polaris works directly with our authorized Polaris dealerships for warranty work. For Polaris to review a claim on your behalf, the machine will need to get to the dealer and have a claim submitted to be reviewed for possible coverage. Our warranty covers against manufacturing defects and we cannot assist till the machine is at a dealer. If further questions are had, I would advise giving your case owner a call back to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 05/11/2023

   I am rejecting this response because: Polaris will make zero effort to assist a customer who paid $22,000 to buy a brand new ATV. Only to discover that the guy who assembled the brakes at the factory was too stoned to pay attention. Now I am expected to rent a truck and a trailor and take a day off to drive my defective  ATV 88 miles to ******* because a Polaris factory worker messed up my machine. No part of my extended warrantee states that I am responsible to keep a truck and trailor ************* the machine for service. This machine is now grounded/non-functional with damaged, Brake Pads, Rotor, Caliper and piston. According to Polaris, Non-function ATV's with less than 500 miles are the norm, and I am at fault for not doing more research into Polaris. 
  
  
  

• Initial Complaint

  Date:05/04/2023

  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 received a recall and "Do Not Ride" notice from Polaris on September 9, 2022 for a RZR Turbo S that I purchased on April 25, 2022. VIN *****************.This machine has been under the "Do Not Ride" advisory for 8 of the 12 months that I have owned it.The machine is still waiting to be fixed because Polaris is not able to get parts to their dealers.Three emails sent to Polaris about this have gone unanswered. A fourth has been sent.

  Business Response

  Date: 05/05/2023

  Good morning,

   

  Polaris cannot apologize enough for the inconvenience this recall has caused you and your family. We are doing all that we can to get parts shipped out as quickly as possible. Supply chain constraints continue to be a issue and has affected parts getting sent out. Our Owner Connections team will follow up to discuss this with you further and any questions you may have.

   

  Respectfully, 

• Initial Complaint

  Date:04/19/2023

  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 used 2018 rzr xp **** from a dealership in june 2021 bought the polaris extended warranty. Recently the engine lost a rod bearing after producing all the receipts of oil changes they are still attempting to weasel out of honoring the warranty the dealership I've taking the machine to has been dealing with them for the last three weeks. Shouldn't have to be jumping through hoops in order to get a service I've paid handsomely for to be honored

  Business Response

  Date: 04/20/2023

  Good morning,

   

  I am sorry to hear about the issues that you are having with your vehicle. Our warranty covers against manufacturing defects. If our dealers do not provide our technical support team with a defect, no coverage is typically offered. The dealer can ask our technical team for "Goodwill" coverage if there is not defect that has been presented to us. The dealership will continue to work with our technical team for any possible coverage. Once there is a update the dealer will notify you accordingly.

   

  Respectfully, 

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because: It literally states in the coverage any  internally lubricated parts the rod bearings have failed obviously let's just get the issue resolved 
  
  
  

• Initial Complaint

  Date:04/18/2023

  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.

  safety issue orderd in fall of 2022 Polaris informed me to stop using atv purchased. No further support or repair assitance until April 18,2023.Polairs failed to offer support for over 6 months which left the vehicle useless during the winter months when it was needed I would loss of use and costs incurred duing this period totalling $1700

  Business Response

  Date: 04/18/2023

  Good morning,

   

  Polaris has issued a fix for recall A****** and would advise connecting with an authorized Polaris dealership to complete the bulletin. At this time Polaris is not offering any compensation due to this, since a fix was released relatively quickly. We cannot apologize enough for the inconvenience that this has caused, but a fix has been issued for quite some time now and can be completed at any authorized Polaris dealership.

   

  Respectfully, 

   

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:
  
  The claim that a fix was provided quickly is inaccurate since I was advised of the fact the vehicle was unsafe in December 2022 and was not provided a solution until April 17,2023. Essentially forced not use vehicle for 5 months 

• Initial Complaint

  Date:04/11/2023

  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 purchased the 2019 Polaris new from a dealership in ******** *****. Ive had to replace the throttle assembly twice and now probably again for the third time because the check engine light is on again. This is starting to be a yearly thing after parking and storing it for the winter. The *** ONLY has 221 miles, I do not do anything extreme unless you consider riding on mountain roads. It appears the throttle assemblies must be defective and of poor quality. **************** in ******* ****** was the dealership that made both repairs and has done the oil changes/inspections. The first throttle was paid for by Polaris but I had to pay the installation fee. The second throttle I paid for everything. The *** is a Lemon. 2019 POLARIS SPORTSMAN 450 HO. VIN/Serial ************************************* *********************** *********** ***** PO BOX 449 *************************** Phone: ************

  Business Response

  Date: 04/12/2023

  Good morning,

   

  I am sorry to hear about the issues you are having with your ATV. Your dealer can submit over a "goodwill" claim to be reviewed for possible coverage, but the machine no longer has warranty coverage so cannot make any guarantees any coverage can be applied. If you have further questions, I would advise contacting one of our specialists to discuss further at 1-800-Polaris.

   

  Respectfully, 

   

  Customer Answer

  Date: 04/13/2023

   I am rejecting this response because: the polaris parts are defective. I would like an explanation on why the part keeps failing. The response proves polaris doesn't stand behind their products or parts.  Polaris ATVs appear to be lemons 

   
  

  
  

• Initial Complaint

  Date:03/24/2023

  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 new 2023 Polaris Ranger XP **** premium. I had the dealer add accessories to it so I could use it on the road. (Street legal). Blinkers, lights etc... When I picked it up the seat belts were too short to go around a 250 lb. person. I called Polaris about the issue and they said there was nothing they could do about it to buy an aftermarket seat belt extender. I looked and no one makes an aftermarket seatbelt adapter for it. The seat belt is made by ******* and they said they don't recommend a seat belt extension with any of their belts. I told Polaris this and they said that's too bad, we don't have any way of fixing it. We don't provide a seatbelt extension for that vehicle. I asked him if there is any other way I could fix it and they said no Polaris doesn't do that. I talked to ****** from ******, ********* customer service the number is ************** *********************************** ***** www.polaris.com So now I have a brand new vehicle sitting in my garage with 9.2 miles on it that I cannot legally operate because it doesn't have a seat belt that I can fasten. Polaris said that isn't their problem you need to get a third party to fix it with aftermarket parts. I asked them who they could recommend and they said they wouldn't have any idea. I would think this would present itself as a safety concern and possibly the national transportation safety board might be interested in Polaris' response to me also. I have hit a brick wall trying to deal with this company and any assistance you could provide me with would be greatly appreciated. Thank You : *************************

  Business Response

  Date: 03/27/2023

  Good morning,

   

   

  Sorry for the issues that you are having with your seatbelts. Polaris would advise working with your dealer to get the issue resolved. They can submit over a claim to Polaris directly to review a claim on your behalf to work towards a resolution on your concern. 

   

   

  Respectfully, 

  Customer Answer

  Date: 03/27/2023

   I am rejecting this response because:
  I have contacted my Polaris dealer today ********************* of Northern Sports and Equipment *********************. #**************  ***** said there is no fix at this time available but he will look into it.  He said he will contact Polaris and see what Polaris will give him the authorization to do and the permission to bill them for.  I am  willing to work with ***** but Polaris headquarters is very shady to deal with.

  Business Response

  Date: 03/30/2023

  Good morning,

   

   

  Dealership and Polaris tech service will be able to look into this further for you once the machine has been brought back to the dealer. We will do what we can to get this issue resolved for you as quickly as possible.

   

  Respectfully, 

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because:
  The dealership is supposedly working with Polaris **** on a solution.  At this point I have not been asked to bring the side x side in for repair and there hasn't been a fix approved by Polaris **** as of yet.  *************************