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:01/07/2023

  Type:Customer Service 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.

  Absolutely disgusted! My 2017 POLARIS Axys is sitting in the garage and will not be ridden at all this winter due to your recall in which you are not supplying any of my local dealerships with the parts to fix it! I am told by all dealerships in my town that the list of sleds to get fixed are 50 to 100 people long and recall fix kits may not be seen till February or into the spring. And of course, if my sled catches on fire due to your recall, my insurance will not cover it, so what are you guys going to do? I am a loyal customer with multiple ********************** products, but this is getting ridiculous. How am I supposed to stand behind you guys and continue to use your machines if I cant even take them out of the garage. If a recall affected my car to where I couldnt drive it I would be given a rental. Are you guys going to give me a Rental sled? What are you guys going to do for me?

  Business Response

  Date: 01/09/2023

  Hello,

   

   

  Polaris is actively getting parts in on a weekly basis and are fulfilling dealers orders as quickly as possible. We are doing all that we can to get kits out as quickly as we can with the supplies we are receiving. We cannot apologize enough for the delay in this and the dealer is going to be your best point of contact when it comes to shipments coming into their dealerships.

   

   

  Thank you, 

  Customer Answer

  Date: 01/10/2023

   I am rejecting this response because:
  
  You are essentially telling customers to not ride the product that they paid for, not shipping out enough fix kits to fix the machines, and then telling customers they will not be reimbursed if they decide to rent a sled for the season while their machine is down. You guys should be held responsible for making everyones sled payments that cannot ride. Apologies only goes so far when you are charging customers more and more every year to purchase your products. Why are other brands not having the same issues that you are? How far low has your quality control gotten? 

  Business Response

  Date: 01/12/2023

  Good morning,

   

   

  Once again we apologize for the delay and are doing what we can to get kits shipped out as quickly as possible. If further questions are had, I would encourage you to call into our Owner ***************** and talk with one of our specialists.

   

   

  Respectfully, 

• 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:12/30/2022

  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.

  Starting in June I was having problems with my machine I bought an aftermarket warranty for. I took it to 4 different dealerships 6 times was still broken every time I got it back. Was charged 2100$ by these dealerships for parts not under warranty to fix the problem that was never fixed.. now we get into august still fighting the problem and a clutch recall comes out. Nobody will work on machine keep getting told fix is 2-3 weeks out and they will have it expedited to a dealer so we can move on to fixing the original problem per *******. Come the end of December the fix is finally released tell me they cant help expedite to a dealer like promised close my case and they say all is good. Absoulutly nothing is good Im out almost 7 months on a 25000$ dollar machine. I understand all of its not Polaris fault directly but Ive used there dealers as directed under warranty and tried to get help from the manufacturer and nobody seems to care. No offer for reimbursement on lost time no help trying to get it fixed and lied to about everything from the dealerships back to the manufacture. Will never own a Polaris again just need to get this fixed before I have to get a lawyer involved.

  Business Response

  Date: 01/02/2023

  Good morning,

   

  Polaris cannot apologize enough for the issues that you are having. Polaris cannot control what a third party warranty covers and doesn't cover. Our warranty covers against manufacturing defects, and if have a concern with the third party warranty will need to contact them directly. For the bulletin we are get parts allocated out to dealers on a weekly basis as they are coming in. We would advise staying in contact with a dealer that you want to work through. Our dealer are all independently owned and operated, and we cannot control how they operate their business.

   

  Thank you, 

• Initial Complaint

  Date:12/20/2022

  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.

  On June 22, 2021, I purchased a 2021 Polaris RZR XP Turbo from Polaris, and had no issues with this purchase until September 9, 2022, when Polaris issued recall Z-22-05, on primary clutch failure. Polaris claims POLARIS IS CURRENTLY EVALUATING A REPAIR PROCEDURE FOR VEHICLES AFFECTED BY THE STOP SALE / STOP RIDE(***********************************************************************************************************************************************************) however 102 days later, as of today, they still have no apparent solution to the problem and fail to provide any additional information to their consumers. When I purchase a product, especially a large purchase like this rzr, I would be like to be able to use it, instead of staring at it in my ********* had also purchased an aftermarket warranty, which I am paying for that I cant even use. Polaris says there is no known solution, but what about the older XP turbo models? Why cant that clutch work on the newer ones? Why cant we reuse a known good design and make it work on the newer XP Turbo instead of saying we dont know what to do, and likely wont until next year? Are you going to repay me for my downtime? When replacing the clutch, do you plan on replacing my belt? Belts need to break in to a clutch for usage correct? I proceeded to call the company and was told that I couldnt talk to anyone who had anymore ***** on the topic than what I had already found on the internet. The dealers I have dealt with have been great to work with, and this is not at all a dealership issue, its a corporate Polaris issue. I would like my RZR to be fixed in a more timely manner, with a drive belt replacement of no charge. If this can not be done in a timely manner, I would appreciate someone at Polaris who has ***** on whats going on to please reach out to discuss this with me. In the future, the outcome of this situation with my XP Turbo will likely impact my purchasing decisions with my next side by side.

  Business Response

  Date: 01/02/2023

  Good morning,

   

   

  Polaris has identified a repair for Z-22-05. We would advise connecting with their dealer to get on the dealers schedule. We cannot apologize enough for the downtime and inconvenience that this has caused. We are not offering any compensation for these bulletins and are keeping it fair for all riders that are impacted by this. If any further questions please reach out to the Owner ***************** to discuss further. 

   

  Thank you,

• Initial Complaint

  Date:12/19/2022

  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.

  Hello not sure exactly what Im doing but Ive never done this before but I bought a 2022 Polaris ranger 570 SP crew cab from my local dealer in ************* *********. I ordered this side-by-side January 24, 2022 and it showed up in May. I custom ordered this side-by-side and spent a total of $26,232.93. It took quite a while for some of the accessories to come in but I have received all of them besides one and one of them is the most important thing that I wanted with this, and that is for the doors for my side-by-side the doors alone were a total of $5260. They were for the front and rear doors for the side-by-side they sent them in a kit. All of the doors showed up, but the passenger side rear door came with the wrong hinge on it, so we could not install the door I could only install three out of the four doors. But I wanted to use this thing for year around purpose but the most important reason why I wanted them is because I have kids So no rocks come up and hit anymore or branches. and I have other accessories installed like heat, full glass, front and rear in a roof and everything so the thing is fully enclosed. Obviously it does me no good if I dont have my doors on my side-by-side, I have been working with Polaris since the day my dealership told me this was before I even picked up the side-by-side Polaris has obviously already gotten my check and my payments on this thing is $480 per month and Ive been dealing with this for the last eight months going on nine months and I have a Polaris case going and every single time I call and I call quite a bit. They tell me theres nothing they can do. The part is on national backorder and theres absolutely no ETA and theres no compensation that they will give me until they know how long Ive waited. I cant even sell this thing because who is going to want to buy it with no doors on it and not the correct parts to install the doors. So the part Im waiting on is a hinge for the door. They wont send me new doors

  Business Response

  Date: 12/30/2022

  Good Afternoon,

   

   

  Polaris is looking into this further at this time to see if we can source the hinge. We have been in touch with the rep and the dealer and will provide an update to them when we hear back. We apologize for the inconvenience that his likely has caused.

   

  Thank you,

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a safety recall on their ***'s for an Electronic Control Module (***), since 2008. I purchased an *** from an original owner in the summer of 2021. In December of 2021 the *** went bad and when I contacted a dealership to get this part, I was informed that it was a safety recall. The dealership contacted Polaris to order the part and were told it was on back order and would be shipped in January 2022. January came and went and then were told it would shipped in March of 2022. In March I contacted Polaris and opened a case (*******) for the part in question and was told it would be shipped in April. I was then contacted by Polaris in April and said the part would then be shipped in July. I contacted Polaris again in July and was then told the part would be shipped in December. I just received a text from my local dealership stating, "the controller is still on back order with no ETA". They keep blaming COVID and supply chain delay, this is totally unacceptable as I've been waiting on this part for over a year now. Because the *** has not run for over a year there could be additional issues, as none of the internal parts are being lubricated. For example the engine could seize up, transmission not shift properly, brakes locked up, and tires becoming dry rotted.

  Business Response

  Date: 12/20/2022

  Good morning,

   

   

  Supply chain issues have caused a lot of delays in parts shipping out and arriving to our warehouse. We are continuing to work with our suppliers to get the parts that we need out to our dealers. We would advise staying in contact with case owner or dealer in regards to a status on the parts. We cannot VDO this part due to it being part of a bulletin.

   

   

  Thank you, 

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  

  This safety recall was done long before the so called covid issues and supply chain issues, this started in 2008.  Polaris knows exactly how many of the ATV's were sold with the bad ***'s and should have had those ************* for each vehicle at that time.  What Polaris did was try to save money and only get the parts for those vehicles that the *** went bad in, now all the ATV's with bad ***'s are no more than glorified paper weights taking up space in the garage.  Polaris can rectify this issue by authorizing the dealership to replace entire wiring harness with the bad *** to the wiring harness with the CDI box.  But again, Polaris won't do this because they are only about making money and forget about the customer once the product is out their door.  

  
  

• 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:11/30/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Recall/Stop Ride Z-***** was issued in September, 2022 for 2021-20222 RZR XP4 Pro vehicles. However, Polaris did not stop selling the unsafe vehicles. Therefore, theyve continued to make fraudulent, negligent, unsafe consumer ******** purchased the unsafe 2022 RXR XP4 Pro on 10/4/22, and on 11/29/22 they sent me the Stop Ride notice. ****** at Polaris will NOT refund, adjust, credit, exchange, or repair. Instead Polaris is completely stealing from consumers and still charging full price for a brand new vehicle that cant be used.

  Business Response

  Date: 12/12/2022

  Polaris is actively working towards a resolution on this recall that was issued. The consumer will be notified once there is a update on the recall and their case. Polaris will continue to work with ** on the case that we have started on our end for this recall. If ** has any other questions, they can always call back in. 

   

   

  Thank you, 

  Customer Answer

  Date: 12/13/2022

   I am rejecting this response because:
  This is gross negligence. Polaris should have stopped selling these vehicles back in September instead of continuing to sell hazardous vehicles. They have committed crimes putting consumers in ***** way while committing financial fraud. We are all still paying for these expensive vehicles that cant even be used. Someone needs to hold Polaris accountable immediately.
  
  

• 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:11/21/2022

  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.

  We bought a 2021 Polaris RZR at the end of May this year 2022. At the time we asked the salesman if there were anymore issues with Polaris RZR's catching on fire (this was an issue for 2015-2016 Polaris RZR's) we were told by the salesman that all those issues had been addressed and that all Polaris vehicle were in fine working order with no "catching on fire" issue. Those issues had been resolved. On September 2nd, 2022, we received an email from Polaris stating that we had a STOP RIDE/SALE recall in place because our specific model of RZR has been found to have a problem with catching on fire. It is now November 21, ****************************************************** our garage that we cannot use and are offered no help from Polaris. We have contacted them many times and asked if they would at least give us a loaner until they get ours fixed and they say no. We have a huge charity event in December that we sponsor with over **** UTV's participate in to raise money for veterans and we called Polaris again and asked for at least a loaner to use at the charity event and they said no. We cannot trust Polaris or their products. Our RZR has lost value and we cannot sell it to buy a different one. We are stuck with an expensive product we can't use. We asked the salesman specifically about this and was assured there was no problem and here we are months later with that exact problem and with no cooperation, help, or replacement from Polaris **** I want them to buy my RZR back from me including all their aftermarket parts I have put on it totaling over $10,000, I have at least $52,000.00 invested in their un-useable! They were perfectly happy to take my money now they can give it back and take back their un-useable product.