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:03/19/2023

  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.

  I just bought a new 2022 Polaris 850 switchback Assault this year. I was able to put about 200 miles on it then it died. Now it has been sitting for MONTHS because of a simple fuel pump. Polaris will not give an update on when the dealer might see the pump. I am so disappointed in Polaris. I spend 20k on a snowmobile and it sits during the snowiest year Ive ever had in my lifetime. I will never buy another Polaris product again and advise my friends and family as well.

  Business Response

  Date: 03/20/2023

  Good Afternoon,

   

   

  We cannot apologize enough for the delay in your fuel pump getting sent to your dealership to complete ************. It currently looks like this part is on a supply chain delay. We are doing all that we can to get this part shipped out as quickly as possible. Your order with your dealer is on the fastest path to receive this part when it arrives. If you have any further questions, please feel free to contact one of our specialists back to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:03/09/2023

  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 *** has major issues how they talk and handle consumer complaint I ordered a Polaris back in December 2022 was told would take several months to build I was fine with that so they have A owner web site when you order you can track the progress my machine was shown built and to be shipped on 2/17/23 so I waited on my local dealer to call several days went by so I checked the site again the date was changed then to 3/24/23 with no explanation so I contacted Polaris one excuse after another like always so I reached out again 3/9/23 just checking to see if it was getting shipped or not I was basically told just be happy you are getting a machine before 7 months very very rude so my question is how can you ship in a 60 mile radius around me the same machine not pre-sold to other dealers and not ship mine that is built and had money put down since last year and charge me freight and be very rude when consumers call and ask for a legitimate reason not some non existing excuse I believe Polaris has A decent product but really lack in consumer value thanks

  Business Response

  Date: 03/10/2023

  Good morning,

   

   

  Production dates are always subject to change. We are still experiencing supply chain constraints that can affect these dates moving around. We would advise to continue to watch the portal for the most up to date information that we have on your order. We apologize for the delay, but can assure you we are doing all that we can to get machines built and shipped out in a timely manner. If further questions are had, I would also advise contacting our Owner Connections Team back to discuss further.

   

  Respectfully, 

  Customer Answer

  Date: 03/10/2023

   I am rejecting this response because:
  I have talked to your team do not get any kind off response except rude and no answer why shopped date keeps changing everything about your answer I have already done thats the problem you are not listening to the consumer and giving proper reason why I have been checking the portal before responding to complaint maybe you need to check the situation out then you would understand my complaint again Polaris has a decent product but no consumer support.

• Initial Complaint

  Date:02/26/2023

  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 recall on my side by side and also issued a stop ride order, meaning I can't use the machine. It was under recall for 6 months before the parts were available to fix it. I paid for 30 months of factory extended warranty. The machine sat idle for 6 months because of their recall and now they won't refund any of the cost of the additional factory warranty or extend my current plan out 6 months further. They told me on the phone "Polaris isn't doing anything in good will for compensation on their warranty"....they basically took my money and told me to deal with it.

  Business Response

  Date: 02/27/2023

  Good morning,

   

   

  Polaris has issued a fix for the open recall on your machine. We are not offering compensation for the bulletin and are keeping all offers fair for customers that are in the same boat as you. If anything does come out you will be notified accordingly. If you have further questions please reach out to one of our specialists to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:02/25/2023

  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.

  My issues are the immediate stop ride on my polaris ranger. I have contacted them multiple times trying to get some kind of compensation for the months of the stop ride. The bank still collects their money every month. Polaris says they care about safety. They only thing they care about not being sued and do not care about their customers at all! At the least they should give you a free oil change or something. I was finally contacted, took my ranger to the dealer and they said my fuel pump was fine after they looked at it for 5 minutes! It took 3 months to for me to get a simple answer like that. Not to mention an hour drive to the dealership just to get a ******** answer. Polaris should make this right with their customers!

  Business Response

  Date: 02/27/2023

  Good morning,

   

  Apologize for the delay in the recall getting looked at. At this time Polaris has not issued any form of compensation due to this. Safety is always our top priority for all of our riders. If compensation does get released you will be notified accordingly. We are keeping all offers fair for other customers that are going through this as well.

   

  Respectfully, 

  Customer Answer

  Date: 02/27/2023

   I am rejecting this response because:
  That is the same reply from Polaris to every customer that has a complaint! Nothing will ever change from Polaris and I will use social media to it's fullest extent. I might only be one person but I'm not the only customer with complaints. I will do my best to help at least one person make the right decision and not buy Polaris products.
  
  

  Business Response

  Date: 02/28/2023

  Good morning,

   

   

  We appreciate your feedback and will certainly pass that along. Again, if something is going to be offered you will get notified. If we offer something to one we have to offer it to everyone. If you have further questions please reach back out to one of our specialists to discuss further.

   

   

  Respectfully, 

• Initial Complaint

  Date:02/12/2023

  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.

  When I first purchased my **** Rzr turbo S4 in 2021 I was immediately put on a stop sale/stop ride recall and couldnt use my machine immediately after purchase for a few months. Now the same unit has been placed on a stop sale/stop ride recall s***e September 2022. 6 months!! Not ***luding the prior two month stop ride! At this point this unit is a lemon. It has cost my family tons of usage and ruined many camping trumps with family and friends. These units should have either been repaired already, or bought back by manufacturers for defect. I have advised anyone I have spoken to about Polaris Rzr/ Polaris ***/ Polaris orv, to never do buisness or purchase anything under the Polaris *** brand. No customer assistance has been offered. ********************** just keeps taking customers payments, and leaving us high and dry. Never again, Ive learned my ****** with Polaris

  Business Response

  Date: 02/13/2023

  Good morning,

   

   

  A fix will be getting released here very soon. Once that is done you will be able to schedule this with your dealer to get completed. We cannot apologize for the delay and inconvenience that this has caused you with. Safety is our number one priority for all of our riders. If further questions are had, I would advise contacting our Owner Connections team to discuss with a specialist. 

   

  Respectfully, 

  Customer Answer

  Date: 02/13/2023

   I am rejecting this response because:
  
  Lack of communication through the past 6-7 months. Zero customer care or assistance getting us back in our 35-40,000$ machines. Polaris *** continues to accept our monthly payments, but offers zero to help us over 1/2 a year not ***luding the first stop ride. I will be contacting the attorney general, and every resource I can. To make sure this doesnt continue to happen to customers. Im at the point to where I should put a very large sign on this unit, and park it on a trailer at my dealer stating that Polaris sells known lemons. I will be posting and responding to every social media page of Polaris, Polaris Rzr, and Polaris orv, informing customers of my terrible experience. Across the Polaris brand, there are thousands and thousands of units on stop ride recalls. You cant continue to treat paying customers this way. I do not accept your response, respectfully. A hard working paying customer 

  Business Response

  Date: 02/14/2023

  Good morning,

   

  Polaris cannot apologize enough and sorry for the way you feel. Again, you will get notified as soon as a fix is released, which will be soon. We are doing all that we can to get you back out riding, but safety is our number one concern for all of our riders.

   

  Respectfully, 

• Initial Complaint

  Date:02/09/2023

  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.

  Well I have a 21 xc650 withe **** miles on it and havent been able to ride it because of a recall the dealer cant get parts for(gas tank static problems) so I finally get to ride it and the motor ends up blowing 12 miles into the ride. Now at this point Im 30 days out of warranty. They said they would pay for parts out ofgood faith. But because of the big problem theyre having with the recall I was two months late into riding my sled. I should have been in warranty when it blew. So they should be responsible for the entire bill to fix. It only has **** miles on it. Its still pretty much brand new. They already claimed responsibility for the motor blowing, why do I have to split the bill? Plus I miss the whole season of riding. $12,000 machine just sitting ??

  Business Response

  Date: 02/09/2023

  Hello,

   

   

  Apologize for the issues that you are having with you sled. Our technical team reviewed this case and did approve the claim for parts only due to being outside of the warranty period and no further coverage through Polaris. We did this as a goodwill gesture on your behalf. If you have further questions on this claim, I would advise contacting our specialists back to discuss further.

   

  Respectfully,

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  I have spoken to a specialist about this and he gave me the exact response you gave me 4 times in the same phone call and would not take the conversation any further to come to any kind of resolution.if you Listen to the recorded conversation you would know that. Why dont you have someone who can make decisions call me.this is crazy that your not standing behind your product

  Business Response

  Date: 02/13/2023

  Good Morning,

   

   

  Polaris technical service has reviewed this case already and is offering goodwill coverage for the parts only. You are no longer in the warranty period and our warranty is time based. Again, if further questions are had, I would advise you contacting your case owner back to discuss further.

   

  Respectfully, 

• Initial Complaint

  Date:02/07/2023

  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.

  Our sxs has a stop ride recall on it which means we are not even supposed to start the machine. There is no fix for it at this time and they have no idea when there will be. I paid 40k for this machine less then a year ago and so now I'm stuck making the payment and have no idea when I will be able to use it. I called the dealership I bought the machine from they will not even take trade in on them right now because they do not know when the issue will be fixed. When I call polaris they have no answers for me at all. This should not be my problem.

  Business Response

  Date: 02/08/2023

  Good morning,

   

   

  Polaris is actively working towards a repair solution at this time. Once a fix gets released you will be notified accordingly. We cannot apologize enough for the downtime and inconvenience that this has caused. We are not offering any compensation for this recall and are keeping all offers fair for others that are affected. If something does come out you will be notified accordingly. If further questions are had please contact our Owner Connections Team and talk with one of our specialists. 

   

  Respectfully, 

• 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,