ComplaintsforBRP US, Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So on 1026 2023 I purchased tires from action Kawasaki there is a claim number. They have responded back twice to deny the claim indicating that it wasnt completed within six months which it was now theyre saying that I have to take the bike in for them to diagnostic to see how I ran it, the tires are completely shot and under six months with 800 miles on them the two front tires still fighting the try to get new tires on the front that are safe on the road and not defective like the ones Ive purchased

  Business response

  05/03/2024

  Hello, 

  Thank you for reaching out. We have escalated your case for review, someone will be in touch soon.

  Kindly,

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting your company about a recent issue that we have. Our boat motor began making a funny noise. We then came home, hooked it up to water to see where the noise was coming from. We found it was in the engine. My husband the next morning called to get the boat in the shop, only to find out our lower unit is bad. We have had the boat 4 years.. That is ****** hours that we have owned this boat. When the engine was hooked to the machine we have 23 hours on this motor in which, 90% of that is idle speed. Why would we run idle, you askbecause we fish. We dont run lakes to play. We dont run to waste gas, we fish. We have had this boat for 4 years and just now put gas in it for the 3rd time. That is what we bought this boat for was to FISH! We use the trolling motor way more hours than the engine for certain. There is no reason that this lower unit went bad. My husband takes amazing care of what the Lord has blessed him with. He has always loved ******** and wanted a boat with your motor. There is no Damage to our boat, prop, or outside of the motor itself. We did nothing to cause this to go bad. But an engine with a warranty that we are still under you decide that you wont fix it. All the pictures have been sent to you. You know that we didnt cause this. But yet, you will not honor YOUR warranty to us. I find it extremely upsetting that a company we thought would back their equipment would turn against the very ones that support them. I would like a full explanation of why this isnt covered, why you wont cover your equipment, when it is very clear that we didnt hit anything with our boat and this mechanic issue is not caused by us. This boat is never even left in the elements and is taken great care of. This boat looks brand new from the day we got it. So please explain to us why your company wouldnt cover this.

  Business response

  04/25/2024

  Thank you for notifying me of ******************** complaint (BBB21621462).

  **************** did not identify the serial number of the engine, or the dealer who is currently addressing the failure. I will be happy to investigate this concern with that information. 

  **************** is welcome to contact our Customer Support Team at the number below, to discuss the matter with any one of our agents. We have recorded this as case number 3455075. 

   

  *************************
  Technical and Consumer Support Lead
  Bombardier Recreational Products (BRP)
  
  
  ************
  

   

   

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Each of the four SeaDoo's I purchased in the last two years came with low end Haijiu batteries that needed to be replaced before a full season. One of the batteries was so bad that it failed while on the water and I had to be towed back in. I've had to spend just under $600 on batteries. BRP stopped using Yuasa batteries during the covid shortages and switched to very cheap and low end batteries that have no place on a personal watercraft. Not only do they not last, it creates a dangerous situation for riders because it can leave you stranded, or cause other problems like erratic sensor activity and iBR problems. Each of my four premature battery failures weren't covered by the warranty, and my dealer said that I should have purchased the "Battery Plan" at $150. To me, it sounds like they're shipping SeaDoo's with junk batteries and selling a solution at the cost of a normal battery.

  Business response

  04/22/2024

  Hello ****, 

  Thank you for reaching out. We have opened a customer assistance case in your name and someone from our corporate team will be reaching out to you in the next few business days. We hope to find an acceptable solution for you.

  Kindly,

   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday April 8th 2024 I ordered a part from BRP. My order was cancelled later that day. I called BRP and asked why my order was cancelled and they could not give me any answers. I placed the order again, and again it was cancelled. I called BRP and asked again why did they cancel my order for the second time and again I got no help. They took my money ($151.54 each time) so I asked for a refund. They said that they had to open a ticket to have a supervisor call me back. Even to just get a refund. A supervisor called me back and said she will look into it and call me back the following day. But no phone call the following day. Now this is day 3 and no follow up and I am out $303.08. I keep calling and all they can do is tell me to keep waiting. I need my money so I can order my parts somewhere else. Please help.

  Business response

  04/11/2024

  Hello, 

  Thanks for reaching out. Unfortunately your order was cancelled as the items selected are not available for shipment at the moment. Your refunds have been processed on our end and may take up to 14 business days to be visible (depending on your financial institution). 

  We apologize for the delay in getting back to you. 

  Kindly,

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2022 CanAm Spyder RT bought new in 2022. Riding unit October 7, 2023 when unit caught on fire. We still dont know why unit caught on fire. Been at dealership since October 2023 with a statement request from BRP headquarters of event. We are paying for a unit that we dont even know when itll be fixed. The dealership keeps us updated on missing part, the gas tank, which as I understand BRP stopped making but will go back into production. This is unacceptable. Were out of over $5,000 dollars. No formal contact from BRP WAS ever made. Weve called several times with the response or told someone will call from another *****

  Business response

  04/22/2024

  Hello, 

  We can see in our records that your case has been closed as of April 12th due to a refusal of the offer made by BRP. Feel free to reach out to your representative if you change your mind or need further assistance. 

  Kindly,

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  This company offered us a $1500 store credit, could not tell us when the needed part (gas tank) would be available for their product that cause on fire as I was riding it and that has been at dealership for 6 months and paid for repair by insurance company. To maintain our credit weve continued to make our monthly payments. This is a product that they manufacture/produce and the dealership sells and repair as needed. Consumer safety is not their top priority. The offer of $1500 store credit plus extended one year warranty doesnt equate to the cost of product. The said part that is needed isnt available to any and was told it will go back into production but no date given. Consumer safety should be a top priority, no reason was provided as to why their product cause on fire. The parent company has known about this since it first arrived at the dealership with a request for a statement of event. 
  

  CONSUMER SAFETY

  
  Regards,
  
  Irrie/*******************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new 2024 Can-******************* 6x6 HD10 on Nov 14, 2024. I had taken it out for a couple short rides that evening, then parked it in my garage. The next day 15 Nov 2024, I took it down to my mailbox and when i got there it shut off. After trying to restart it, I got out and noticed that it was on fire. I ran to a neighbor's house to get a fire extinguisher but when I came back, the unit was fully engulfed. The fire **** showed up and put it out. The Side by Side only had 5.5 miles on it. The next day I went back to the business that I had purchased the machine and filed an incident report. After a couple weeks BRP came back and said it was not a manufacture defect, solely going off pictures sent by the business as directed by ***. After receiving this inexcusable conclusion made by BRP, I went to the *** office on *******. They drafted and sent out 2 Lemon Law demand letters but we didn't get a response from either one. I have been deployed since January and have been unable to take further action. ****** is the only state in the country that has a lemon law for ATVs as stated down below:"The ****** Legislature passed a new law in 2009 that gives consumers the right to demand a refund or replacement of a boat, snow machine, or ATV if it has a problem that cannot be fixed within a year of purchase. This new "Lemon Law" is found in the ****** Statutes at Sec. 45.27.190 - .220. The new law is similar to the motor vehicle lemon law. It applies to a new boat, outboard marine gasoline motor, boat package (boat equipped with a gasoline motor), all terrain vehicle, and a snow machine. If during the warranty or within one year of the date of delivery, the manufacturer or dealer is unable to fix a problem after a reasonable number of attempts (presumed to be three), the manufacturer must refund the purchase price or replace the product."

  Business response

  04/02/2024

  As the consumer in this case has retained an attorney, communication with customer service has been halted. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the New Can Am ********************** edition on 11/04/2023 Serial # ***************** Took delivery on 12/09/23 Upon delivery 4 items were noted that need corrections, 1. Scratched Black door plastic, 2. Front Fixed window in Drivers door no installed correctly (Bottom of glass visible outside of glass door seal.3. Drivers Door Window switches will not stay seated. Just keep popping out of the plastic.4. Rear Door alignment is not adjustable to seal the doors from outside elements. (This unit is the ** Heat upgrade unit) Ride Now Powersports has tried to fix these problems and is being directed by BRP or Can-Am Case Number #******** This vehicle has not been driven at all. We have had it to the dealer for the repairs 2 times and it comes back with the same problems Today is February 26 and it has been at the dealership for 2 weeks, only to send me a picture of the 5 dollar seal that was glued onto the plastic. Can-Am can either fix this machine, or buy it back for my invested dollars . I have been very patient with no resolve from Can-Am.

  Business response

  02/27/2024

  Hello ***************, 
  Thank you for reaching out. We understand this is a difficult situation. We have taken care of opening a customer assistance case and someone will be reaching out to you within a couple of business days. 
  Kindly,

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a brand new 2019 sea doo fish pro and the seats are falling apart at the SEEMS. I have brought it to the dealer and was told that BRP doesnt warranty seat covers. I told them that its a manufacturing defect and they should be repaired or replaced. The dealer advised me that BRP also doesnt sell just the seat covers. So my ************ would be get an aftermarket seat cover (that I do not want) or buy entirely new seats!!!!! Are you kidding me!!!!! I paid over $15,000 for this. Ill pay for the seat covers but I WANT OEM COVERS!!! I want to be contacted from someone in corporate.

  Business response

  02/22/2024

  Hello, 

  Thank you for reaching out. We have opened a case with the customer care team at the corporate office and someone will be in touch within the next 2-3 business days to discuss the situation. 

  Kindly,

  Customer response

  02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the fulfillment of my online order (Order ID: ********* placed on December 2nd. Despite receiving a parts shipped notification, I have yet to receive the parts as of December 21st. This delay is particularly concerning given the proximity to Christmas.I have made several attempts to check the status of my order through your customer service, and on each occasion, I was reassured of a delivery before Christmas. However, it is now the Thursday before Christmas, and the parts are still not in my possession.This situation is not only inconvenient but also unacceptable, considering the payment was processed promptly. I expected a much higher standard of service from CanAM. I request an immediate update on my orders status, an explanation for this delay, and a clear commitment to a new delivery date.

  Business response

  01/04/2024

  Hello, 

  We see that your order was delivered on December 28th. We apologize for the delay, but unfortunately this is to be expected with most shipping companies during the holidays. 

  Kind regards,

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2023 Sea-Doo RXP 300 this past year. Upon putting the unit in the water the first time, i noticed the unit would have a rough idle and run very poorly when going slow through no-wake zones. contacted the selling dealer, who contacted BRP, and *** blew the situation off as bad gas and told me to buy gas somewhere else. I tried different fuel and this did not resolve the issue. I brought the unit in, and the fuel injectors and spark plugs were changed. I picked the unit up, and the problem was still there. I brought the unit back to the shop and it was there from October until Dec 8th. During that time, many tests were done that BRP requested, and it was determined the unit needed a new ***. The *** was replaced, BUT the problem was not resolved. I reached out to BRP and spoke with ******************* regarding the unit. I advised ***** that I wanted my RXP replaced. ***** immediately refused this and simply tried to put everything back on the dealer. She told me that I needed to bring my unit back and let them try to work on it again. When I asked how long am I expected to be without my unit, she rudely stated AS LONG AS IT TAKES. BRP DOES NOT STAND BEHIND THEIR PRODUCTS. Ive owned Sea-Doo's since I was 13 and have been happy because Ive never had to deal with them on a repair like this. I love the innovative products they make, but if you have a problem it will be a nightmare! Please consider this when shopping for this brand, as they DO NOT CARE ABOUT THE CUSTOMER!

  Business response

  12/18/2023

  Hello ****, 
  
  Thank you for reaching out. 

  As a manufacturer BRPs mandate is to repair units, not replace them.
  I see here that your unit is back on location with the dealership and they are in communication with BRPs technical team for repair assistance. 
  Please note that during the holiday season BRP has a shut-down period, as such, during this time your dealership will be your main point of contact for any updates regarding your units repairs. 
  
  Kindly,

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The unit is back at the dealership now but a point of contact is required as your technical team ignores the dealership for extended periods of time.  This unit has been down for months and needs to be a priority. I paid $21,000 cash for this unit not including insurance. Loss of use of this machine is in excess of over $1800.00 per month. Please provide a point of contact while you are on vacation.

  Regards,
  
  *******************

*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. ↩